Role Overview
The Customer Service Support & Logistics Associate ensures seamless operations by managing order processing, customer communication, and logistics coordination. This position requires a proactive and detail-oriented individual who thrives in a dynamic environment and is passionate about delivering exceptional customer service.
What You'll Do:
Order Processing:
Receive, invoice, and plan orders.
Process returns efficiently.
Handle incoming communications (email, WhatsApp, SMS, and calls) related to orders and listings.
Customer Communication:
Manage the main WhatsApp line for customer inquiries.
Track and maintain records of calls.
Respond to individual customers promptly.
Forward outlet inquiries to relevant sales agents.
Handle the main Cheers inbox for customer communications.
Beer Club Support:
Manage weekly orders and allocation for the Beer Club.
Onboard new customers and drive membership renewals.
Report on program success and performance metrics.
CSR & Individual Customer Engagement:
Send weekly re-order prompts to customers.
Process incoming orders efficiently.
Create new Sales Orders (SO) from WhatsApp and email inquiries.
Flag low brand stock levels to the manager for prioritization.
Order Confirmation & Delivery Management:
Confirm orders and provide tentative delivery dates.
Identify and highlight key issues: Red: over-credit-term customers, Yellow: invoiced but not delivered, and Orange: logistics-related issues.
Update the Log Sheet status to "delivered."
Audit Zoho Open Sales Orders weekly to ensure accuracy.
Product Reconciliation:
Handle returns, expiries, and quarantines.
Manage reconciliation tasks, including issuing credit notes for bottles and monitoring consignment keg levels.
Technical Skills:
Experience: Minimum 2+ years in customer service, logistics, or order processing.
Degree in Business Administration, Supply Chain, Logistics, or any related field
Data & Analytics: Proficiency in Google Sheets and data tools like Airtable. Familiarity with the Zoho suite is a plus.
Soft Skills:
Entrepreneurial Self-Starter: Thrives in a fast-paced environment, independently seeks information, marshals resources, and delivers results without waiting for direction.
Highly Organized: Systematically uses tools accurately, tracks open action items, and adheres to deadlines.
Proactive Communicator: Effectively communicates issues and solutions across teams.
Problem Solver: Identifies challenges proactively and develops potential solutions to support decision-making.
Customer Service Mentality: Demonstrates a commitment to supporting internal and external customers to drive product sales and ensure timely payments