Job Description

Order Management and Fulfillment

• Receive and process Labdip requests on the company system; send to customers and track approval.
• Receive orders from customers or Sales team and deploy production plans accurately on the system.
• Verify material availability and production capacity to confirm order feasibility and timelines with customers.
• Validate order pricing and issue Proforma Invoices (PI) for customer verification if required.
• Monitor production progress and proactively update customers on order status.
• Communicate customer production needs to Planning Department for effective scheduling and delivery.
• Resolve any production-related issues falling under order management scope.
• Dispatch shipping or negotiation samples (visual/color) and document negotiation results on the internal system.
• Prepare packing lists and vehicle dispatch orders; coordinate with Accounting and Import-Export for timely shipment.
• Compile and send necessary documents (invoices, test results, packing lists) to customers upon request.
• Manage outsourcing contracts, track progress (printing, lamination), and reconcile data with Accounting.
• Process payment collection or payment-on-behalf requests for customers.
• Propose and handle special shipment requests (express, air freight) or production stoppages when necessary.
• Secure Transaction Certificates (TC) for recycled goods orders.

Customer Service and Complaint Resolution

• Act as the focal point for receiving and resolving customer complaints in coordination with relevant departments.
• Create and manage customer complaint records; lead meetings to address issues.
• Monitor the implementation of corrective actions and complaint resolution plans.
• Manage the return or exchange of non-conforming goods and process related documentation with Accounting.
• Analyze complaint data and report monthly trends to the Sales Director.

Relationship Building and Satisfaction

• Build strong customer relationships through regular meetings and direct communication.
• Align company supply chain processes with customer systems to enhance efficiency.
• Collaborate with Sales to maintain a professional company image.
• Conduct bi-annual customer satisfaction surveys, analyze results, and implement improvement plans.
• Maintain strict confidentiality of internal company information.

Job Requirement

Education & Qualifications

• Bachelor's or College degree.

Experience & Knowledge

• Minimum 1 year of relevant experience.

Skills & Competencies

• Proficient in English, Japanese, or Chinese.
• Proficient in Office Computing.
• Agile, attentive listener, detail-oriented, and able to work under pressure.
• Passionate about customer service.

Personality & Attitude

• Demonstrates Responsibility, Cooperation, and Dedication.