Customer Service Specialist

1) Receiving and processing purchase orders (PO)

• Inspecting the orders and statements for data correctness.
• Verifying orders, including customers’ personal information and payment details.
• Ensure all data entries are accurate as per the customer’s PO.
• Properly hand over the orders to the procurement team for order purchase.

2) Keeping a track of order records

• Maintaining and updating master tracking files on a weekly basis.
• Liaise with the logistics department to ensure timely deliveries.
• Prepares Backlog/Open order reports of specific accounts being handled
• Issue a proforma invoice for non-payment term customers.

3) Letter of Credit

• Review and checks the commercial to ensure commercial term and conditions are acceptable and achievable
• Liaise with the logistic team and finance on the documentation and financial side. 
• Issue the Commercial Invoice the for LC payment term.

4) Customer Care

• Promptly responding to customer queries.
• Handle general inquiries and communicate with customers on order status (progress & delivery), and discrepancies if any.
• Maintaining a polite, helpful, and professional manner always.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Stay up to date with new products and features.

5) Lead the customer’s complaint/claim

• Handle customer complaints and do your best to assist in all customer concerns/claims.
• Immediately escalating serious complaints or issues that you are not equipped to deal with.
• Liaising with all departments/stakeholders to find the best solutions to customers’ issues.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.

6) Company Revenue

• Track the company’s revenue by updating the revenue file as accurately as possible on a weekly basis.
• Ensure sales targets are met and report any deviations.

7) Ad-hock Task

Performs other tasks that may be assigned by the CS Manager