Customer Care Executive

Role Description

We are seeking a Customer Care Specialist with expertise in order processing and a strong understanding of import-export procedures, including customs declaration. This role requires meticulous attention to detail, excellent organizational skills, and the ability to manage multiple tasks while ensuring a seamless customer experience.

Key Responsibilities

Order Management:

• Handle end-to-end order processing, including order entry, tracking, and ensuring timely delivery to customers.
• Coordinate with oversea/ex/internal teams (e.g., suppliers, agents, customer care, forwarder, logistics, warehouse) to meet Sales/customers’ requirements.

Import-Export Operations:

• Prepare and manage documents for import-export activities, including invoices, packing lists, and certificates of origin.
• Monitor shipment schedules and address any issues or delays proactively.
• Make customs declaration on the ECUS system.
• Overseas customs clearance processes and liaise with freight forwarders and customs authorities to ensure compliance with regulations. Thorough understanding of laws, legal rules, court procedures, precedents, government regulations, political processes and agency rules.
• Understand the tariff and determine the correct and appropriate HS code for imported and exported goods. Calculate and determine the mandatory taxes for income shipment.
• Be confident in negotiating with customs officers, performing required explanation procedures, and chemical declaration procedures, requesting tax refunds and handling any upcoming complaints.
• Liaise with officials at various agencies to ensure goods are cleared through customs or quarantine.

Customer Support:

• Act as the primary point of contact for customers regarding order status, product inquiries, and delivery updates.
• Resolve customer complaints promptly and professionally to maintain high customer satisfaction.

Documentation & Compliance:

• Ensure all import-export procedures comply with local and international regulations.
• Identify items requiring licenses, and prepare in advance the procedures for applying for mandatory licenses for imported and exported goods.
• Maintain accurate records of orders, shipments, and customer interactions.

Continuous Improvement:

• Identify opportunities to streamline order processing and import-export workflows.
• Collaborate with relevant teams to implement improvements that enhance efficiency and customer satisfaction.
• Thorough understanding of laws, legal rules, court procedures, precedents, government regulations, political processes and agency rules.
• Complete other transactional tasks assigned by superiors

Qualifications

• Bachelor's degree or above
• Know to use Odoo is a plus.
• Priority is given to those with experience in tracking large customers, foreign trade, custom and freight forwarding.
• Strong communication skills are essential in this role, both written and verbal, as you will be required to compile documents and you must be able to interpret the law on behalf of the company in a clear and simple manner.
• Excellent interpersonal skills are required in the role of a Customs Clearance Officer as you will be dealing with a variety of agencies in the course of your day to day work.
• Complex problem solving and the ability to use critical thinking skills are also required as well as the ability to listen actively and explain things concisely.
• Have experience and be proficient in using ECUS customs declaration software.
• Proficient in English, familiar with daily communication in foreign languages, and able to communicate fluently with foreign clients.
• Have a spirit of teamwork and mutual assistance, and be able to closely cooperate and collaborate with relevant departments.
• Hard-working, careful, strong sense of responsibility, positive and upright attitude.

Why You’ll Love Joining Us

• Competitive salary + attractive commission
• KPI Bonus from 1 – 4 monthly salaries depending on performance result

Company’s Benefits

• 40h working week Monday-Friday & flexible working time policy
• Flexible and rewarding review policy for outstanding contributions
• Meal, phone, and travel allowance
• Health and Social insurance
• Annual health check
• Company’s trip and outdoor team building
• Other welfares: birthday celebration, public holidays bonus, seasoning gifts and other bonding activities