Customer Service Officer

Job Title Customer Service Officer - CBD

Reporting to CS Manager

Role Purpose To support sales / key accounts executive in respect to account management,
enquires, sales order processing, follow-up delivery of finished goods and
payments for existing and new customers with customer centric approach.

Working Internal departments
Relationships

PRIMARY RESPONSIBILITIES 

Maintain Customer focus at all times and respond to customers’ enquiries (e-mails, phone
and fax) using the APCL Best practice guidelines. 

Assist assigned sales executives customers and proper account management. 
Timely request for, Samples, Artwork and Die cut as per required by customers 
Liaise with pricing team and sales executive on quotations to be forwarded to the

customer. 
Ensure the PO’s are verified with the customer and order entered in the system, following

up the order with the planning department and art department. 
follow up on a daily basis, sending emails - statement of accounts and correspondence 
Handling documentation for with company authorized courier service for parcel. 
Doing daily follow-up’s, sending emails, statement of accounts and correspondence,

documentation for shipment 
Arranging the delivery schedule with logistics department as well as customer in writing

(email). 
Ensure all customers’ queries are investigated and resolved, escalating issues if

appropriate, to the supervisor / Sales Manager. 
Maintain professional working relationship with internal(Employees) and external

customers. 
Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries

with a minimum 98% accuracy rate. 
Work effectively as part of a team to achieve individual, team and departmental

objectives, sharing knowledge and skills as appropriate. 
Validate sales quotations for accuracy and profitability to submit for approvals 
Implementation of price updates throughout the year internally

Health and Safety 

Use of safety shoes and proper uniform. 
Follow safety instructions put in place to prevent workplace injuries or accidents

KNOWLEDGE AND SKILL REQUIREMENTS 

University graduate 
3-5 yrs of experience in Sales coordination or customer service. 
Practical knowledge in using Word and Excel, use of Outlook. And ERP System

Good English speaker ( read , write and speak )