Customer Experience Administrator

Key Responsibilities:

- Handle customer inquiries through the ticketing system and prepare quotations within defined timelines.

- Manage the entire order fulfillment lifecycle including order entry, order book follow-up, shipment tracking, and invoicing.

- Coordinate with suppliers, planners, factories, and Third-Party Logistics (3PL) providers to ensure timely order and delivery.

- Address and resolve customer complaints and concerns per established processes, timelines, and KPIs.

- Manage customs matters related to import duty and taxes, HS code tracking, tax exemption compliance, customs documents, and clearance.

- Collaborate with cross-functional teams including sales, service, and finance to support daily customer experience operations.

- Provide administrative support to the team and department.

- Assist in the implementation of departmental improvement processes and projects.

- Support quality-related processes and issues.

- Prepare and analyze reports as needed.

Job Specifications:

- Diploma or bachelor's degree in business administration or related fields preferred.

- Minimum 1-year experience in customer service management.

- Able to communicate and collaborate effectively with internal and external stakeholders.

- Ability to work independently and as part of a team.

- In-depth computer knowledge and competency in IT skills.