Executive, Fulfilment (Customer Success)

Responsibilities

• Customer Support
• First level of direct support to customers to uphold customer service quality and satisfaction
• Update on customer enquiries on order status throughout the fulfilment order cycle (from marketplace to physical handover to 3PL)
• First-level troubleshooting of issues due to system sync or incorrect information uploaded into systems
• Update KAM Manager on customer enquiries that require advanced troubleshooting or customer escalations on critical issues
• Sending of daily performance report (covering the following aspects of inbound, inventory and outbound orders) to customers


• KAM Support
• Assist KAM Manager to check on the following tasks:
• Is the order ready to be processed in the system (WMS / daily KAM-Ops sheet, i.e. is there sufficient stock?
• Is the order complete and out of the warehouse, i.e. is the order handed over to the delivery partner with a signed Dispatch Note?
• Checking of daily processing of orders within the specified duration in order to maintain SLAs, and escalating when a customer’s SLA has crossed a reasonable threshold
• Why is there an out-of-stock (OOS) situation when the system shows that stock is available?
• Generate ad-hoc reports required for KAM function, e.g. problem order reports
• Process exceptional orders using the agreed SOP with customers and Ops teams


• KAM - Operations Daily Cadence
• Check with Ops team to do a physical check of Inventory if there is an out-of-stock issue surfaced during order processing
• Check with Ops team on estimated order pickup and delivery times
• Check with Ops team on the inbound arrival status and compile copies of the signed physical goods receipt note
• Check with Ops team for inbound orders with issues, e.g. UPC or SKU code wrong, items with damaged conditions, missing/excess items through reviewing the Inbound Discrepancy report
• Check with Ops team if any shipment arrived without an Inbound Order created in the system and follow-up with the customer on the creation of this order
• Check with Ops team on the status of all inventories related activities/issues, e.g. replenishment frequency, OOS items, missing/damaged stocks through reviewing the Stock Count and Stock Adjustment reports
• Follow up on return orders received in warehouse and order processing
• Ensure that returns orders are processed by Ops team in accordance with SOPs shared with clients
• Check with Ops team on any aftersales issues, through reviewing the issue report


• Aftersales Resolution
• Investigate on customer issues on aftersales e.g. items disputed by the customer with corresponding photo evidence, and review internal system data, e.g. obtain photo proof
• Daily check for aftersales related issues and make arrangements for next steps, i.e. coordinating with the customer to arrange for pickup of wrong order sent and fulfilment of replacement order
• Update customer on update or next steps through relevant sheets shared with customers