Position Description

Customer Service Representative – 1 Year Contact
Job Code 23130
Job Placement Location Singapore
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  • Order Management
  • Order Fulfilment:

o   Liaise with 3PL for all distribution activities that include create Outbound Documents (OBD), picking of inventory and arrange shipment.

o   Confirm product picking and picking list with 3PL and agree lead time for loading and delivery.

o   Execute orders as per confirmed commitment and advise customer on order status.

o   Escalation to 3PL for any non-conformances as per agreed service level

o   Monitor shipments, investigate reasons of delay, ensure delivery was completed and compliance to customs regulations.

o   Monitor documentation for shipment i.e., delivery note, and creation of Delivery order for Ex-Benoi & TH orders.

o   Monitor performance of 3PL proactively to avoid customer complaints for late delivery and claims.

o   Execute customer orders according to agreed service level.

o   Actively resolve issues and ensure timely communication with customers.

o   Prepare shipping documents for all SEA Intercompany direct shipment orders, that include commercial invoice, packing list & COA. Send/dispatch full set of documents to customers.

o   Follow up with source for documentation & revision if any.

  • Complaint Handling:

o   Responsible for non-technical compliant handling process, including technical quality notification creation, follow up, feedback and compensation/return process.

o   Handling complaints and feedback from unsatisfied customers via phone or other communication tools in a professional and polite manner.

o   Responsible for system related complaint handling process.

o   Follow up with concerned parties: Sales Manager, Business Manager, Technical Managers and divers supply chain function.

o   Execute credit/debit notes based on written communication and approval.

o   Initiate refund request according to MAS (Master of Authority Schedule).

o   Close complaint in the system.

  • Reporting:

o   Prepare and submit day-to-day operations and performance reports.

o   Issuing special reports & business PPT according to needs from CS manager.

o   Perform data analysis, root cause findings.

  • Others:

o   Follow up, closing and clearing invoices with Finance.

o   Communicate to customers in a polite and service-oriented style.

o   Follow related policies and procedures.

o   Provide suggested solutions in case of operational interruptions and approve or escalate solution to CS Manager.

o   Comply with safety and sustainability requirements and highlight issues to stakeholders.


  • Bachelor’s Degree from an accredited university in Operations Management or Supply Chain Management or Logistics or Business Administrative.
  • Min 3 years in customer service, order fulfilment, logistics arrangement.
  • SAP Proficiency of SD & LE modules.
  • MS Office experience.

We regret to inform that only shortlisted candidates will be notified.          

To apply, please visit www.gmprecruit.com and search for Job Reference: 23130

To learn more about this opportunity, please contact Jackie at   jackie.ng@gmprecruit.com        

GMP Recruitment Services (S) Pte Ltd   |   EA Licence: 09C3051   |   EA Personnel: Jackie Ng   |   Registration No: R22109024   

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