Position Objective 

The Customer Service and Order Processing Representative is responsible for ensuring the smooth processing of  customer orders (B2B and B2C) and delivering exceptional service to our global customers, both internal and external.

The position is responsible for accurately entering customer orders into the system, managing customer inquiries, resolving issues, and supporting the supply management and sales teams to enhance customer satisfaction.

Areas of Responsibilities

Order Processing:

• Accurately enter customer orders into the company's order management system, ensuring all details are correct and complete.
  
• Verify order information, including product/SKU codes, quantities, pricing, and shipping details, to prevent errors.
• Monitor order status and work with relevant departments (e.g., warehouse, logistics) to ensure timely fulfillment and delivery.
  

Customer Service:

• Serve as the primary point of contact for customer inquiries regarding orders, product availability, pricing, and
  delivery status.
• Provide prompt and courteous responses to customer questions via phone, email, or online chat.
• Handle and resolve customer complaints or issues, escalating to the Customer Service Manager when necessary.

Sales Support:

• Collaborate with the sales team to provide customers with product information, promotional details, and assistance with order placement.
• Assist in processing returns, exchanges, and refunds in accordance with company policies.
• Support sales initiatives by managing out of stocks, part orders, special orders, bulk orders, and customized requests.

Data Management and Reporting:

• Maintain accurate records of customer interactions, orders, and feedback in the company's CRM system.
• Generate and analyse order and customer service reports to identify trends and areas for improvement.
• Provide regular updates to the Customer Service Manager on order processing and customer service metrics.

Process Improvement:

• Identify opportunities to streamline the order entry process to enhance efficiency and accuracy.
• Participate in continuous improvement initiatives aimed at improving customer service operations and overall customer experience.
• Provide feedback on system enhancements or changes needed to better support order entry and customer service functions.

Cross-Functional Collaboration:

• Work closely with the logistics, warehouse, and finance teams to resolve any issues related to order processing, inventory availability, and billing.
• Coordinate with international teams to manage and process orders from different regions and time zones.
• Communicate effectively with other departments to ensure customer needs are met and expectations are exceeded.

Essential Qualifications
Knowledge and Skills

• High school diploma or equivalent required; bachelor’s degree in business, administration, or a related field preferred.
• Minimum 2-4 years’ experience in order entry, administration, or sales support, ideally within the skincare, beauty, or consumer goods industry.
• Experience in a global or multi-regional role is strongly preferred.
• Strong data entry skills with a high degree of accuracy and attention to detail.
• Excellent verbal and written communication skills, with the ability to interact professionally with customers and internal teams.
• Proficient with the Microsoft Office Suite. Intermediate skill-level in Excel is essential.
• Experience with CRM and ERP systems.
• Strong organizational and time-management skills, with the ability to prioritize tasks effectively.
• Problem-solving skills and a proactive approach to identifying and addressing issues.
• Customer-centric mindset with a passion for delivering outstanding service.
• Ability to work both independently and as part of a global team in a fast-paced environment.
• Adaptability and flexibility to handle changing customer demands and order volumes.
• Commitment to continuous learning and personal development.

Safety Responsibilities

• Cooperate with and implement the client's WHS Policy and Procedures in consultation with workers.
• Ensure that workers are trained and have appropriate equipment and supervision to undertake work safely.
• Identify assess and control hazards in the workplace and ensure incidents are reported and investigated in a timely manner.