Shipper Support Management

**Job Responsibility: -**:

- ** 1.Customer Support**
- First level of direct support to customers to uphold customer service quality and satisfaction.
- Update on customer enquiries on order status throughout the fulfilment order cycle (from marketplace to physical handover to 3PL).
- First-level troubleshooting of issues due to system sync or incorrect information uploaded into systems.
- Update to senior assigned on customer enquiries that require advanced troubleshooting or customer escalations on critical issues.
- Sending of daily performance report (covering the following aspects of inbound, inventory and outbound orders) to customers.
- **
2.Key Account Management Support**:

- Assist KAM Head to check on the following tasks:

- Is the order ready to be processed in the system (WMS / daily KAM-Ops sheet, i.e. is there sufficient stock?
- Is the order complete and out of the warehouse, i.e. is the order handed over to the delivery partner with a signed Dispatch Note?
- Checking of daily processing of orders within the specified duration in order to maintain SLAs, and escalating when a customer’s
- SLA has crossed a reasonable threshold.
- Generate ad-hoc reports required for Customer Service function, e.g. problem order reports.
- Process exceptional orders using the agreed SOP with customers and Ops teams.
- **
3.Key Account Management & Operations Daily Cadence**:
**_ Inbound_**
- Check with Ops team on the inbound arrival status and compile copies of the signed physical goods receipt note
- Check with Ops team for inbound orders with issues, e.g. UPC or SKU code wrong, items with damaged conditions, missing/excess items through reviewing the Inbound Discrepancy report
- Check with Ops team if any shipment arrived without an Inbound Order created in the system and follow-up with the customer on the creation of this order

**_ Inventory_**
- Check with Ops team on the status of all inventories related activities/issues, e.g. replenishment frequency, OOS items, missing/damaged stocks through reviewing the Stock Count and Stock Adjustment reports

**_ Returns_**
- Follow up on return orders received in warehouse and order processing
- Ensure that returns orders are processed by Ops team in accordance with SOPs shared with clients

**_ Aftersales_**
- Check with Ops team on any aftersales issues, through reviewing the issue report
- **
4. Aftersales Resolution**:

- Investigate on customer issues on aftersales e.g items disputed by the customer with corresponding photo evidence, and review internal system data, e.g. obtain photo proof.
- Daily check for aftersales related issues and make arrangements for next steps, i.e. coordinating with the customer to arrange for pickup of wrong order sent and fulfilment of replacement order.
- Update customer on update or next steps through relevant sheets shared with customers.
- **
5.Business Operations**
- Prepare customer required information to support onboarding of new customers, e.g. business information, volume forecast, product master, etc.
- Prepare monthly customer data through downloading reports to be used for monthly billing.

**Job Requirement**:

- Degree from reputable university.
- 1 - 2 years of relevant experience, including client-facing roles in customer service, account management, customer success and experience in business operations.
- Exposure to the e-commerce, logistics or supply chain industries would be advantageous but not essential.
- Able to communicate solutions and to understand issues from customers well
- Logical, structured thought process and analytical approach to problem-solving.
- Advanced proficiency in Google Suites, Microsoft Excel and Powerpoint, comfortable working with large data sets.
- Excellent communication skills in English (both verbal and written).