Customer Experience Officer

Responsibilities

• Manage incoming customer orders, phone calls, and inquiries, and provide necessary information and supporting documents upon request.
• Coordinate closely with the Supply Chain team to obtain shipment status updates and ensure timely product delivery according to customer requirements.
• Liaise with outsourced warehouses and transportation providers to arrange timely goods pickup and delivery to customers.
• Prepare and verify all required delivery documents, including Invoices, Delivery Orders, COA, TDS/MSDS, and product labels, to accompany shipments.
• Collaborate with the Sales team, Supply Chain, and outsourced warehouses in handling customer product rejections. Monitor and separate rejected goods in the ERP system until final disposition decisions are made (e.g., disposal, repacking, or resale as-is).
• Process credit notes and debit notes accurately and in a timely manner.
• Coordinate with the Accounting and Finance teams regarding customer cash payments and advance payments.
• Support the Sales team by monitoring safety stock levels and providing stock alerts. Report any physical damage to incoming goods and seek guidance from the Sales team when necessary.

Requirements

• Bachelor's degree in any discipline.
• Minimum of 3 years' experience in Customer Service in Personal Care, Food & Nutrition Chemicals or a related fields.
• Strong organizational and time management skills with the ability to handle multiple tasks efficiently.

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Company Intel

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