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About the Role
Responsible for ensuring accurate and efficient customer order processing, maximizing container loads, and timely, cost-effective order fulfillment. This role involves collaboration with internal teams and external vendors to meet customer expectations and ensure compliance with regulations and company policies.
Responsibilities
- Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols, ensuring timeliness and 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 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.
- 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.
- Generate and analyze reports to identify trends and improvement opportunities, and recommend process enhancements to improve efficiency and effectiveness.
- Work with Supervisor/Manager to execute initiatives to improve 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.
Requirements
- Good command of English Language.
- Familiar with PC applications and MS Office tools.
- Strong analytical and data management skills.
- Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP, and data analysis functions.
- Knowledge of Power BI and/or Tableau for dashboard development and reporting.
- Working knowledge of SQL for data extraction, validation, and analysis.
- Strong Microsoft PowerPoint skills for developing business presentations and reporting materials.
- Experience in reporting, data visualization, and performance analytics will be an advantage.
- Hands-on experience using CargoWise for logistics, freight forwarding or supply chain operations is highly preferred.
Skills
- Microsoft Excel
- Pivot Tables
- Power Query
- XLOOKUP
- Data Analysis
- Power BI
- Tableau
- SQL
- Microsoft PowerPoint
- Reporting
- Data Visualization
- Performance Analytics
- CargoWise
- Logistics
- Freight Forwarding
- Supply Chain Operations