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