Customer Service Officer (order fulfilment)

What’s the role about?  

Customer Service Officer is the main contact window for our distributors in Asia Pacific and the Americas and works closely with Sales Team, Demand Team, Finance, Procurement, Shipping and Logistics Departments building and maintaining professional relationships with our customers. The role attains an optimal balance between customer requirements and De’Longhi Group guidelines ensuring a high level of customer satisfaction.

Specifically, the role: 

• Coordinates all customer-related commercial activities such as order management, sample requests, technical information, and complaint handling
• Processes customer orders into SAP with accuracy and responds to customers’ enquiries in a timely manner
• Proactively seeks to understand the needs of the customers in order to resolve issues in a professional way
• Manages/updates customers’ forecast plan regularly in IBPs within the set timeframe
• Maintains closed contact with Demand Team for stock replenishment according to the forecast plan
• Works closely with Shipping and Logistic Teams to make sure customer-requested ship date can be fulfilled
• Updates customer profiles in system
• Serves as a primary point of escalation for issues or problems raised by customers and arbitrates in situations of conflict
• Initiates action to maintain or improve levels of service within area of authority, recognizing issues that need to be referred to higher levels of management
• Makes proposals to management for changes and improvements
• Assists Finance to liaise with customers for advance or overdue payments

What we are looking for:   

• Minimum 3 years in global customer service experience
• Bachelor’s Degree required, Business or Supply Chain preferred
• Be precise, detail oriented, accurate, and patient
• Be able to work in a team for the good of the company
• Be able to multi-task
• Demonstrates strong follow-up, job ownership, and accountability
• Be adaptable to changes and flexible in problem solving
• SAP / E-Commerce experience is an advantage
• Strong computer skills MS Office – Excel, Word, Outlook
• Excellent verbal and written communication skills in English and Mandarin
• Immediately available is highly preferred

What we offer:

• Friendly & helpful colleagues, and we celebrate social events here!
• Five-day work week, with an option of remote working and flexible working hours
• Training and development courses
• Double pay and performance bonus
• Medical and dental benefits and insurance

Together, we make great things happen. Apply now and be part of our tomorrow.

Interested parties please send us your full resume with contact details, preferably with your current and expected salary.

De’Longhi Group is an Equal Opportunity employer. All qualified applicants will receive consideration of employment without regard to race, disability, gender, religion, family status, marital status, national origin, sexual orientation, veteran status, gender identity or expression or any other basis protected by local, state, or national law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

Only short-listed candidate will be notified. All information received will be kept in strict confidence and only for employment-related purpose.