About this role
Job Summary
- Ensure efficient handling of all incoming/outgoing/redressing of goods. Ensure that the process of receiving, order picking, redressing, packing, load planning, dispatch to delivery of finished goods, raw and packing materials, return upon delivery, trade returns, point of sales merchandise and other promotional material follow DKSH HEC Safety and Quality Standard and in accordance withCustomer/Clients’ order and requirements.
General Responsibilities
- Plan, cluster, monitor and manage delivery, ensuring that timelines (requested delivery dates and fixed delivery schedules) and product transport requirements are met.
- Book and schedule vehicle from transport providers, communicate and monitor compliance to set truck arrival and dispatch time
- Monitor retrieval of proof of delivery (POD) documents and Cheque (where applicable), ensuring accuracy with actual delivery, completeness and timeliness of submission.
- Coordinate with Finance for POD and Cheque retrieval and status.
- Maintain regular and proactive communication with internal and external stakeholders, work collaboratively with DKSH Customer Care for delivery status.
- Serve as the primary point of contact of DKSH Customer Care regarding order status, delivery schedules, follow-ups, and related inquiries.
- Report customer complaints related to deliveries, including delays and other delivery issues as well as shipment problems in coordination with Supply Chain Management Operation.
- Collaborate with supply chain operation to manage timely receiving of products for return.
- Track key performance indicators (KPIs) such as delivery timeliness and customer satisfaction.
- Handle order-related issues such as returns to vendor, returns upon delivery, and other types of customer returns.
- Assist in investigating and resolving order fulfillment discrepancies (e.g., over/under shipments, damaged goods) in collaboration with Complaints Management, Supply Chain, and Third-Party Logistics Partners.
- Identify opportunities to enhance customer satisfaction and improve order processing workflows.
- Participate in daily huddles to share concerns/issues within the team for immediate action.
- Participate in monthly meetings to share customer insights and suggest improvements to customer care processes
Background and Qualifications
- 6 months + work experience in Warehousing / Logistics / Supply Chain
- Experience in handling Warehouse Management System
- Knowledge in SAP and WMS system is an advantage.