Customer Service Representative

Job Purpose and Impact

Customer Service Representative will support a moderate scale of customer service activities, good communication with buyer and documentation on what buyer needed . In this role, you will contribute to optimizing and monitoring shipping and returns, including processing complex orders from customers and resolving order or delivery issues.

Key Accountabilities

• Execute and oversee the local and export transaction of Palm products including CPO, CPKO, PKE and other assigned products to be well executed according to the planning, docs requirements and achieve OTIF.
• Maintain good communication and work efficiently with internal and external stakeholders for both domestic and export activities.
• Monitor and provide update to related stakeholders regarding export regulation, HS code, docs and certification requirements, restriction for palm products including the bonded zone policies.
• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality.
• Acquire data from primary or secondary data sources and maintain databases/data systems.
• Execute the invoice creation and do payment monitoring to achieve the targeted SLA and OTIF.
• Manage the payment documentations and coordinate with related functions in executing the process and identifying the gaps to reduce the timeline.
• DMO quota monitoring and execute the process in related to export shipments by coordinating with other functions.
• Identify, analyze, and interpret trends or patterns in complex data sets as well as define new process improvement opportunities.
• Palm customer data management (registration, reporting and reconciliation), including Palm Trace and Sustainability data.
• Other duties as assigned.

• Diploma III or Bachelor's degree with minimum 2-3 years' experience in execution process both domestic and export activity.
• Proven working experience as Customer Service and other similar roles in Palm Industry.
• Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.
• Adept at queries, report writing and presenting findings.
• High expertise in Microsoft Excel, Power Point and Power BI.
• Fluent English in both written and verbal.
• Highly collaborative - ability to excel in a team environment.
• Other minimum qualifications may apply.