Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

Overview: We are seeking a dedicated Customer Service Representative for our Southeast Asia region. You will report to the Customer Service Manager and be responsible for driving ownership and responsibility for daily order fulfillment tasks, ensuring excellent service for our customers and channel partners. This role requires professionalism, accountability, and a customer-first mentality, thriving in a fast-paced, matrixed environment.
 

Key Responsibilities:

Primary Contact: Serve as the main contact for customers, channel partners, and team members through phone, email, and meetings. Act as an account manager by providing proactive communication about any changes or delays and offering alternate solutions.Customer Inquiries: Respond efficiently to customer inquiries regarding quotations, orders, product availability, pricing, delivery, billing, returns/replacements, complaints, and documentation (e.g., proof of delivery). Prepare necessary documentation to complete order transactions promptly.Cross-Functional Collaboration: Work closely with Sales, Supply Chain, Global Factories, and Finance to meet customer expectations and resolve Accounts Receivables (AR) and Accounts Payables (AP) issues.Order to Cash Process: Manage the Order to Cash process, including order creation, status communication, purchase order processing, payment handling, preparation of shipping documents, and coordination with logistics and distribution.Operational Excellence: Meet Operational Excellence targets by achieving Key Performance Index and Service Level Agreements. Participate in process improvements and ensure order processes comply with corporate guidelines.Global Collaboration: Comfortable working across borders, time zones, and cultures, engaging with a variety of global stakeholders.Additional Duties: Perform other tasks, duties, and projects as assigned.

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Ideal Candidate Traits and Values:

Passionate about improving Customer Allegiance Score (CAS).Curious and open to continuous process improvement.Self-starter and quick learner.Positive attitude towards changes and opportunities.Ability to work independently and collaboratively towards common goals.Efficient multi-tasking in a fast-paced environment.Open, respectful, and positive communication skills.

Required and Preferred Qualifications:

Diploma in Logistics/Supply Chain/Life Science or relevant major.2+ years of experience in a Customer Service role.Customer service-oriented with excellent phone and email etiquette.Proficiency in ERP systems like SAP, Oracle E1, and MS Office.Knowledge of international trading.Fluent in both spoken and written English; additional language skills (Mandarin, Bahasa Indonesian, Thai, Vietnamese) are a plus.Strong listening and problem-solving skills.

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Competencies:

Operates effectively in a fast-paced, multi-tasking environment.Anticipates and meets the needs of external and internal customers, consistently delivering on commitments.Accuracy in all functions is essential.Enthusiastic self-starter with a positive attitude and good organizational skills.Passionately curious, questioning assumptions and conventional thinking.Resilient and adaptable, enjoying difficult challenges and problem resolution.Ability to work independently as well as cohesively in a team environment.