Customer Service & Logistics Coordinator

Major Responsibilities

• Communicating 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.