Assist Commercial Team on the sales coordination and documentation, handle customer complaints/deliveries/returns/reject with an appropriate solution within the time limits.
Responsible to ensure sales orders are issued on time to avoid delayed customer orders.
Work closely with Warehouse, Logistic, Production and Business departments pertaining to customers’ order status.
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Prepare the Minutes of Meeting (MoM) document for the internal meeting and ensure all team members involved are given a copy of the M.O.M. The MoM is to be prepared within 24 working hours of the internal meeting being conducted.
Should there be preparations needed before the Client Onboarding Meeting, the Account Manager will keep track of the preparations based on what is stated in M.O.M.
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Prepare the Minutes of Meeting (MoM) document for the internal meeting and ensure all team members involved are given a copy of the M.O.M. The MoM is to be prepared within 24 working hours of the internal meeting being conducted.
Should there be preparations needed before the Client Onboarding Meeting, the Account Manager will keep track of the preparations based on what is stated in M.O.M.
Account Manager must ensure the MoM tasks and deliverables are completed within 72 working hours of the internal meeting.
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Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent experience
Minimum 3–5 years of experience in Customer Service, Supply Chain, Logistics, or related operational roles.Hands‑on experience with OTC processes in a B2B environment.
Solid SAP system knowledge and good PC skills for daily operations.
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Act as the primary contact for customers and liaise with vendors on the service delivery to customers.
Assist customers in resolving service issues, complaints and claims compensation promptly.
Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.
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"Your life is a story and you are the writer, director, and lead actor. Some chapters bring joy, others bring lessons, but you always hold the power to be the hero of your own journey.
At Ezworks Marketing Group, we give you the chance to create your own success story and take the lead in your career growth.
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Assist Commercial Team on the sales coordination and documentation, handle customer complaints/deliveries/returns/reject with an appropriate solution within the time limits.
Manage departmental operating budgets and costs in line with annual allocations to ensure efficient and accountable use of resources
Develop business and marketing plans in close coordination with clients to achieve overall business objectives and drive sustainable profitability
Gather and report client operational results against Key Performance Indicators (KPIs) defined in Service Level Agreements (SLAs), ensuring performance transparency and accountability
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Manage departmental operating budgets and costs in line with annual allocations to ensure efficient and accountable use of resources
Develop business and marketing plans in close coordination with clients to achieve overall business objectives and drive sustainable profitability
Gather and report client operational results against Key Performance Indicators (KPIs) defined in Service Level Agreements (SLAs), ensuring performance transparency and accountability
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Manage end-to-end customer order processing and order fulfillment activities to ensure accurate, timely, and compliant delivery while maintaining high standards of customer service.
Serve as the primary liaison between customers and internal stakeholders by coordinating order fulfillment, resolving service-related issues, and ensuring effective communication throughout the order lifecycle.
Support Supply Chain operations through effective delivery planning, accurate documentation, operational reporting, and compliance with company quality standards and applicable regulatory requirements.
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Oversee all customer interactions to ensure a positive experience and compliance with Company standards across all Customer Touchpoints, including Sales, Service, and Body & Paint.
Handle customer inquiries, complaints, and feedback effectively.
Utilize the DMS VOC system to capture customer feedback, meet and greet customers, foster relationships, and network effectively.
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Receive and process customer orders via call, email, and fax, including exchanges, returns, credit notes, and debit notes, ensuring accuracy and completeness at every step
Accurately enter all order information into the system for timely and error-free processing
Conduct outbound calls to customers to address complaints, queries, and order confirmations, particularly when order requests require clarification
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Review and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement.
To ensure Customer Service team members understand and adhere standard operation procedures including Do's and Dont's.
Issuance of Show cause letter, counselling letter, verbal warning letter as and when required.
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Provide real time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationships with Digibank customers in Singapore
Guide our customers in using the Digibank application and resolve issues as per SOPs via self serve tools, HelpCentre and FAQs.
Clear understanding and adherence to the SOPs, resolution solutioning and on-going process improvements
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Manage departmental operating budgets and costs in line with annual allocations to ensure efficient and accountable use of resources
Develop business and marketing plans in close coordination with clients to achieve overall business objectives and drive sustainable profitability
Gather and report client operational results against Key Performance Indicators (KPIs) defined in Service Level Agreements (SLAs), ensuring performance transparency and accountability
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