Title:  Customer Care Representative

Job Summary

Drive Growth. Be the Difference.

At DKSH, our mission is to enhance lives by connecting people with exceptional products, services, and insights. As the trusted partner for companies looking to expand their reach in Asia and beyond, we are dedicated to driving growth across our Business Units: Consumer Goods, Healthcare, Performance Materials, and Technology.

DKSH Grocery Connect is a renowned name in the industry, known for providing professional services to emerging brands. Our commitment to meeting the dynamic needs of modern grocery clients is what fuels our continued growth and success.

The Customer Care Representative plays a critical role to ensure strong, close customer relationships and a positive customer experience. There is a high focus on customer service and the role requires a friendly, outgoing disposition. Ensure efficient and accurate orders, proactive management of orders, and that orders are delivered in full on time. The Customer Care Representative escalates as appropriate any issues that needs to be managed to their Team Leader, Finance Department, Brand Manager, Key Account Manager or National Sales Manager.

General Responsibilities

• Focal contact of customers regarding orders and status updates of shipments.
• Manage customer service and order processing from order capture through to order fulfilment and service level reporting
• Respond to customer inquiries, orders, and complaints to provide problem resolution in accordance with the organisation's service standards.
• Liaise with warehouses, and transport providers as appropriate to ensure orders are managed through to delivery. Escalate issues to relative internal stakeholders and customers.
• Provide support to internal inventory control and reconciliation of inventory.
• Provide support in processing and/or investigating credit claims and stock returns.
• Ensure outstanding sales orders reports are monitored each morning and appropriate action taken, including communicating any changes to customers and proactively advising account managers of any problems with specific customers.

Functional Skills and Knowledge

• In depth experience in customer service preferably in a Direct-to-Consumer business.
• Experience with SAP desirable.
• Experience with CRM program beneficial.
• Collaborative, team player, committed, pragmatic, skilled communication, resourceful and customer oriented.
• Qualifications in a customer service or related field
• Minimum 2 years’ experience in FMCG grocery customer service role

If you are a dedicated and experienced Customer Care professional looking for a challenging role in a dynamic organization, we invite you to apply. Please submit your CV and Cover Letter outlining your experience for the role.