Customer Service Coordinator

- Manage the end-to-end customer order lifecycle to ensure On-Time In-Full (OTIF) delivery and accurate order processing, including quantities and pricing.
- Provide timely updates to the Sales team and customers regarding order status, delivery schedules, product availability, backorders, customer credit status, and overdue payments.
- Build and maintain effective relationships with internal stakeholders and customers to ensure seamless order fulfillment.
- Process trade promotion claims and tool-of-trade allocations accurately and within the required timeline.
- Drive continuous improvement initiatives to achieve key service KPIs, including Case Fill Rate (CFR) and order processing accuracy.
- Receive, investigate, and resolve customer complaints promptly and professionally in accordance with company policies and service standards.
- Coordinate with cross-functional teams to identify root causes and implement corrective actions to prevent recurrence.
- Prepare and maintain daily Case Fill Rate (CFR) reports, analyze stock shortages and delivery failures, and identify improvement opportunities.
- Collaborate with relevant stakeholders to implement action plans that improve customer service levels and enhance CFR performance.
- Support the Sales team by preparing routine reports, including Month-to-Date (MTD) Sales, pending sales orders, and other operational reports.
- Share knowledge, best practices, and lessons learned to support continuous improvement within the team.
- Provide backup support and collaborate with team members to ensure smooth daily operations.
Yêu cầu công việc
- Associate degree/Diploma or above in Business Administration, Supply Chain, Logistics, or a related field.
- Minimum 1 year of experience in Customer Service, Order Management, Supply Chain, Sales Administration, or a related function.
- Proficient in Microsoft Office applications, especially Microsoft Excel.
- Experience with ERP systems (e.g., SAP, Oracle) is an advantage.
- Strong customer service, communication, and problem-solving skills.
- Good organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Willingness to work overtime when required.
Quyền lợi được hưởng
- Thưởng tháng 13 và Thưởng thành tích năm (dựa trên kết quả kinh doanh của công ty và cống hiến của nhân viên).
- Khám sức khỏe định kỳ, thẻ bảo hiểm sức khỏe cho nhân viên và vợ/chồng con.
- 15 ngày nghỉ phép năm, 5 ngày nghỉ chăm sóc gia đình, 1 ngày nghỉ sinh nhật.
- Lương thỏa thuận theo năng lực và kinh nghiệm.
- Môi trường làm việc chuyên nghiệp và thân thiện.