Customer Service Officer

Customer Coordination

• Act as the main contact point to update customers on order progress, production status, and shipment schedules.
• Prepare quotations, submit pricing proposals, and follow up with customers regarding approvals.
• Receive customer orders and coordinate with relevant internal teams for order processing.
• Establish and communicate customer SOPs related to reporting, ordering, shipping, and documentation to ensure smooth execution.
• Complete and maintain customer specification files and related documentation accurately.
• Prepare and send shipping documents after cargo dispatch.
• Ensure all customer requests and inquiries are handled promptly and professionally.
• Maintain and update customer order databases and tracking systems.
• Arrange shipment of samples, swatches, and development materials to customers.
• Monitor payment terms, credit status, and coordinate with related departments when necessary.
• Organize customer audits, inspections, and factory visits.
• Liaise with customers regarding shipping instructions and delivery requirements.

Internal Coordination

• Work closely with Procurement teams on order allocation, lead times, and purchasing updates.
• Coordinate with Sales and Sample teams for product development and sample arrangements.
• Collaborate with QC teams to ensure samples and cargo are inspection-ready.
• Coordinate with Logistics teams for shipping documents and system updates after shipment.
• Track pre-production samples, specifications, and color swatches to ensure compliance with customer requirements and quality standards.
• Arrange product testing with Technical and Procurement teams when requested by customers.
• Cooperate with internal departments including Production, QC, Finance, and Logistics to ensure smooth order follow-up.
• Maintain and verify order information consistency across all departments and systems.

Shipping & Documentation

• Communicate with shipping agents and third-party inspection companies for booking arrangements and inspection schedules.
• Update production and shipment schedules to ensure suitable vessel bookings and timely delivery.
• Prepare import/export documentation and maintain accurate records in internal systems.
• Ensure product pricing, costing, and invoicing information are updated correctly.

Supplier & Product Support

• Support sourcing activities by identifying potential suppliers and product opportunities.
• Follow up vendor/factory evaluations and maintain supplier information.

Qualifications & Knowledge

• Bachelor’s degree in International Trade, Import-Export, Business Administration, or related fields.
• Good understanding of production costing and outdoor furniture products (wood, textile, cushion).
• Knowledge of international trade procedures and import/export operations.

Experience

• Minimum 5 years of experience in Customer Service, Order Management, or related positions.
• Experience working with international customers.
• Background in outdoor furniture import/export is preferred.
• Experience in sales support and international logistics operations.

Skills & Competencies

• Strong English communication skills, both written and spoken.
• Proficient in Microsoft Office applications, especially Excel.
• Strong negotiation, communication, and time management skills.
• Detail-oriented with strong organizational abilities.
• Able to work independently and under high pressure.
• Team player with proactive and customer-oriented mindset.
• Willing to travel when required.