Associate Representative, Customer Service and Support

Responsible for ensuring that customer orders are processed accurately and efficiently, container loads are maximized, and orders are fulfilled in a timely and cost‑effective manner. Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.

Responsibilities

• Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols; ensure timeliness with high accuracy.
• Maintain accurate and up-to-date records of customer orders and communicate any changes or issues to relevant stakeholders.
• Proactively address service issues with stakeholders; escalate more complex cases to senior colleagues and Supervisor/Manager.
• Escalate non‑conformance issues for interventions and corrections.
• Respond to queries from various stakeholders.
• Cooperate with service providers (2PL/3PL, etc.) to resolve warehouse, customs or trucking issues to ensure timely delivery of orders.
• Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts’ updates.
• Any other responsivities as assigned by Supervisors/Managers.
• Stakeholders Management
  • Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner.
  • Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and expectations are met.
• Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers’ satisfaction.
• Develop and maintain strong relationships with customers to promote repeating business and customer loyalty.
• Work collaboratively with cross‑functional teams to achieve common goals and objectives.
• Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately.
• Maintain and build strong relationships with vendors and suppliers.
• Insights and Reporting
  • Generate and analyze reports to identify trends and improvement opportunities, and recommend process enhancements to improve efficiency and effectiveness.
  • Work with Supervisor/Manager to execute initiatives to improve processes and increase efficiency.
  • Prepare performance metrics and other relevant data for Supervisor/Manager’s presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately.

Qualifications

• Minimum 1 year of relevant work experience.
• Good command of English Language.
• Familiar with PC applications and MS Office tools.
• Strong analytical and data management skills.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP, and data analysis functions.
• Knowledge of Power BI and/or Tableau for dashboard development and reporting.
• Working knowledge of SQL for data extraction, validation, and analysis.
• Strong Microsoft PowerPoint skills for developing business presentations and reporting materials.
• Experience in reporting, data visualization, and performance analytics will be an advantage.

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