Associate Representative, Customer Service and Support
- Sydney, NSW
- Permanent
- Full-time
- 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.
- Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary.Insights and Reporting
- 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:- Minimum 3 year of relevant work experience
- Possess strong problem-solving and communication skills. Strong command of English Language.