Customer Service & Logistics Coordinator

Major Responsibilities

• Communicat ing with customers, building positive relationships, responding to, and progressing issues and queries to a successful conclusion at the earliest time.
• Always maintaining a positive, empathetic, and professional attitude toward customers.
• Responding promptly to customer inquiries.
• Follow up the cases, keep the promises.
• Execute order placement tasks. Order placement methods include system order placement and remote edging with frame tracing.
• Ensure a good understanding of the company products and services and always maintained.
• Provide detailed information about products and processes.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Ensure all complaints, opportunities for improvement and positive feedback from clients are recorded.
• Ensure all calls, tasks and cases are logged in Service Cloud (where applicable).
• Processing orders, forms, applications, and requests.
• Accurate data entry
• Communicating and coordinating with colleagues, especially with sales force
• Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager
• ST lenses receiving, sorting and putaway.
• RX order receiving, sorting and distribution.
• Pick, pack and ship the orders accurately and on time.
• Paring lenses & frame for C&E.
• Input and ensure data accuracy in the system.
• Regional warehouses replenishment.
• Return and exchange handling.
• Conduct annual and cycle counts.
• Communicating and coordinating with colleagues, especially with VO and AX system.
• Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager.
• Other assignments from the supervisor.

Qualifications

• Associate degree, university diploma, or equivalent
• Experience:
• At least 1 year of experience working with customer support or in warehouse operations or logistics.
• Previous experience with customer service and data entry
• Optical experience is an advantage
• Knowledge and Hard Skills:
• Highly developed interpersonal skills
• Excellent verbal and written communication skills
• Active listening skills
• Problem analysis, independent decision making and problem-solving skills
• Attention to detail and accuracy
• Good time management
• Proficient in inventory management systems, shipping procedures, and MS Office; knowledge of ERP systems is a plus.
• Behavioral Attributes:
• Customer service orientation, customer centricity mindset
• Adaptability
• Initiative
• Empathy
• Positive attitude
• Stress tolerance
• A good team player with a flexible and proactive approach
• Works with integrity and ethical; Upholds organizational value
• Detail-oriented, reliable, organized, and able to work well under pressure and in a team environment.
• Mobility
• Willing to offsite support (domestically).
• Able to accommodate shifts and flexible working hours and support overtime and travel locally as needed to support other sites base on Lab law and HOTA policy.