Job Title: Service Delivery Coordinator-Mandarin Speaking
Superior：Warehouse Manager

Main Description:
Responsible for receive, registration and feedback of inbound and outbound claims. Assist warehouse manager to monitor internal and external differences, analyze the causes of differences, assist field staff to adjust operations, reduce the claim rate; Responsible for the recovery of the wrong and multiple parts.

Job Description：

• Act as the main point of contact for customer enquiries, including inbound, outbound, inventory, product launches, and urgent requests;
• Provide timely updates to customers regarding the status of their orders, deliveries, and any changes or issues；
• Handle questions and complaints promptly and professionally, from Customer and their Partners and end Customers.
• Analyze process issues and provide the customer with efficient solutions.
• Act as the key interface between customers, Key Account Manager and Operations to ensure SLA’s are achieved/met；
• Communicate customer requirements clearly to internal warehouse operations, ensuring prompt and accurate action；
• Process work orders for customers in our warehouse management systems (WMS)；
• Input production requests, such as kitting and de-kitting, into WMS with accuracy and within specified timeframes；
• Generate daily, weekly, and ad-hoc reports from WMS into Excel, tracking key metrics such as inbound, outbound, and returns；
• Track and report on contractual KPIs, ensuring SLAs are met and identifying any areas for improvement；
• Provide monthly data and reports to the billing team to ensure customer invoicing is accurate；
• Coordinate and expedite priority inbound and outbound shipments, particularly for product launches and urgent needs；
• Attend weekly customer meetings, representing Service Delivery team in discussions on service levels, performance, and upcoming needs；
• Analyze KPIs and initiate and execute improvement proposals；
• Handle ad hoc jobs as needed.

Operation Description：

• Check IB claim information by warehouse operator is correct，record IB claim information to document and send to SMA on time.
• Receive OB claim information from SMA or dealer, record info on document and feedback on time.
• Arrange staff check inventory to confirm OB claim case and update case status.
• Check OB claim information correct, produce OB claim report to warehouse manager.
• Arrange staff redelivery order and receiving goods by dealer, record on document.
• Maintain communication with customers and respond to relevant emails in time.
• Report the problems found in the field operation.
• Execute the computing tool to automatically process shipping order data and forward to the carrier on time.
• Place shipping orders on the website；Arrange staff post shipping label to goods.
• Handle ad hoc jobs as needed.

Requirements:

• A few years of experience in a similar customer service/administrative role;
• Experience generating reports and managing data accurately;
• Proficiency in Excel, including data reporting and analysis, and the ability to quickly adapt to systems;
• Strong understanding of warehouse operations and order management;
• Strong communication and stakeholder management skills;
• Ability to resolve issues efficiently and proactively.

Ready to apply? Apply now or contact our recruitment consultant Tiffany Thor at [email protected] or 0410 663 712 for a confidential discussion. Only shortlisted candidates will be contacted.