Description Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies. Responsibilities Operational For Associate Representative Level: - Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols; and timeliness with high accuracy to meet customer expectations and cost-effectiveness. - Maintain accurate and up-to-date records of customer orders and communicate any changes or issues to relevant stakeholders. - Proactively address service issues with the respective stakeholders; escalate more complex cases to more senior colleagues and Supervisor/Manager. - Escalate non-conformance issues for interventions and corrections. - Respond to queries from various stakeholders. - Cooperate with service providers (2PL/3PL etc.) to resolve warehouse, customs or trucking issues to ensure timely delivery of orders. - Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts' updates. - Any other responsivities as assigned by Supervisors/Managers. Operational (Con't) For Representative/Senior Representative Levels: - Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary. - For selected staff, support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers. Stakeholders Management - Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner. - Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and their expectations are met. - Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers’ satisfaction. - Develop and maintain strong relationships with customers to promote repeating business and customer loyalty. - Work collaboratively with cross-functional teams to achieve common goals and objectives. - Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately. - Maintain and build strong relationships with vendors and suppliers. Insights and Reporting For Representative/Senior Representative Levels: - Generate and analyze reports on order fulfillment metrics and identify areas for improvement. - Identify areas for improvements in current processes and provide suggestions for improvements. - Work with Supervisor/Manager to execute initiatives to improve order fulfillment processes and increase efficiency. - Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately. Qualifications Associate role - Minimum 1 year of relevant work experience. Good command of English Language. Familiar with PC applications and MS Office tools.