Customer Service Officer

Description

-Conduct welcome calls and routine for all newly opened retail, wholesale, and HORECA outlets.
-Guide new clients on order placement channels, delivery schedules, credit terms, and standard operating procedures to ensure a seamless onboarding experience.
-Gather initial feedback on board acceptance and identify immediate restocking needs or potential secondary orders.
-Perform routine post-delivery follow-ups to assess customer satisfaction regarding order accuracy, product quality, packaging condition, and temperature/cold-chain compliance.
-Log, track, and manage customer claims regarding damaged goods, near-expiring stock, shipments, or quality defects in coordination with Quality Assurance and Warehouse teams.
-Monitor product sell-through rates at the outlet level and solicit client feedback on consumer preferences for specific SKUs.
-Process return-to-vendor (RTV) requests, credit notes, and product replacements in accordance with company policy.
-Analyze weekly sales reports to identify non-effective outlets (outlets visited by sales reps but resulting in no order) and dormant/inactive accounts.
-Outreach directly to non-ordering or lost outlets to uncover root causes (e.g. pricing concerns, stock backlogs, competitor activity, service dissatisfaction).
-Partner with field sales representatives and territory managers to develop recovery strategies,
-Maintain a tracking log of non-effective sales metrics and report recurring sales blockers to the Sales leadership team.

Requirements

-Bachelor's degree in business administration, Supply Chain Management, Logistics, or a related field.
-Minimum 4 years of experience in customer service, operations, logistics or supply chain with at least 3 years in a supervisor or leadership role.
-Experience managing Customer Service, Order Fulfillment.
-Hands-on experience with customer Service Management systems.
-Strong analytical skills with proficiency in Computer Word, Excel /Google Sheets.
-Excellent leadership, communication, stakeholder management, and problem-solving skills.

Benefits

   - Attendance Allowance   - OT   - Phone Bill   - Ferry Provide