Order Management Specialist

2 weeks ago

Johor Bahru, Malaysia Castlery Full time

Castlery is looking for a **Order Management Specialist** to join our **Operations **team in Castlery
- A newly created role, the Order Management Specialist will be a high-impact role in our Operations Team, you will be responsible for facilitating and supporting order processing and order confirmations in Castlery. You will be working in a fast-paced environment with the team to ensure customer's orders are fulfilled and customers are satisfied with their experience with us. Your daily job responsibilities are as per below._

**What you'll be doing**
- Handles order-related processes such as reconciliation of sales orders preferably on a daily basis, if required.
- Supports and works with inter-departments like Customer Experience, Sales, Operations and Accounting team to ensure proper flow of the Fulfilment Request Process and Refund.
- Attend to all internal communications via systems regarding customer payments, disputes, cancellations and processing all returns, as well as addressing refund-related enquiries.
- Proactively and promptly manages in the completion of refunds as well as change order requests.
- Prompt amendment of the SOP to address changes to daily processes and ensure global standardization across the department/market.
- Responsible for validating and processing customer orders from the time of receipt of the order to its closure & billing.
- Proactively participate in both system and process improvement initiatives that are launched at interval periods.
- Perform any other ad hoc duties as assigned.

**What you'll need**
- Min 1 year of relevant working experience in the related field is required for this position.
- Fluent English with excellent communication skills, both written and verbal.
- Proficient in Microsoft Office and Excel.
- Knowledge of ERP and e-commerce background is a plus
- Ability to empathize with and prioritize customers' needs.
- Ability to determine customer needs and provide appropriate solutions, setting expectations with customers.
- Independent and self-driven with problem solving skills
- Willing to learn and a team player.

**What you'll need**
- Working Hours: 9pm - 6am (SGT) / 12am - 9am (SGT)
- Working Days: Mondays to Fridays, remote working environment

**What we promise**

**Our first promise - the ride of a lifetime**

You'll be joining a company in its most exciting phase; we've proven our product market fit, and with the growing online penetration of furniture, we're now focused on hypergrowth. You'll have a front-row seat in witnessing the growth of our customer-base and organisation at a global-level.

**Our second promise - a place to thrive**

We're building a company that has people as one of the company's core pillars for success. It's our mandate to help every employee perform to their highest potential so that they can do the very best work of their lives here, at Castlery.

We're committed to our employees' growth, and continuously strive to ensure our employees are set up for success through their journey, starting with an excellent onboarding experience, and carrying over into emphasis on personal and professional development

Castlery strives to maintain a psychologically safe, transparent, and flexible work environment to enable our people can perform at their best level and believes in partnering our employees to raise that level as they grow with us.

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