Title:  Clerk Grade III

Job Summary

Monitor backlog & complaints via Scuba system, ensure timely resolution, and support operations for smooth order fulfillment.

Job Responsibilities

•    Prepare daily reports for backlog orders and open collection orders for trade returned stocks
•    Update Scuba KPI daily for operation meeting
•    Perform initial investigation on complaints received, perform cycle count, inventory check and document check to validate complaints received are genuine.  
•    Work closely with process owner to identify root cause, corrective and preventive action to close the complaints’ tickets in Scuba system.
•    Monitor corrective/preventive actions proposed by process owner to ensure actions are duly carried out 
•    Monitor complaints status in Scuba system.  Reassign unresolved complaints to process owner or escalate to head of department for action until closure. 
•    Provide daily Scuba performance status report to Head of Department and process owner for follow up and action.
•    Support process owner to raise Scuba complaint tickets and monitor for closure.
•    Monitor status of urgent order/request to ensure orders/requests are being handled timely to meet clients/customers timeline.
•    Report and monitor backlog orders, follow up with operation to clear the orders within the SLA timeline
•    Handling Transport Core Process (TCP) to ensure number of orders hand over by outbound team to dispatch match the plan.

Job Requirements

• Minimum SPM Certificate or Diploma holder.
• To be self-reliant and carry out duties under minimal supervision.