Customer Service Operations

Oversee efficiency of order management and fulfillment based on client requirements. Facilitate Account Management and Maintenance for new and existing clients. Monitors KPI as agreed with Principals in the contracts or as set by DSPI management. Ensures timely monitoring and effective coordination of stocks' availability with principal / suppliers. Supervises Customer Service Representative, Invoicer and Outbound Customer Service Representatives. Responsible for database maintenance of customers' information and principals' information. Tracks the accounts receivables and collections. Handles complaints and feedbacks. Ensures close coordination with Warehouse in carrying out retrieval of returns from customers, partners and principals. Performs other duties that may be assigned by the immediate superior from time to time. Responsible for ensuring compliance with Quality Management System (QMS) standards, ensuring timely closure of corrective actions, and continuously improving department processes to maintain product and service quality.