Customer Services Specialist

• Customer Communication & Order Management

  • Communicate with customers via email/phone to confirm pricing, check order status, send proforma invoices, suggest alternative products, and manage changes to orders (1.01).

  • Maintain and manage orders for finished goods and replacement parts, ensuring accuracy and timely resolution for cancellations, replacements, or discontinuations (1.04).

  • Handle customer inquiries regarding product specifications such as color, size, and availability; resolve complaints effectively (1.03).

  • Maintain internal records on customer and shipment information, and ensure updates are made in real time (1.05).

• Coordination & Shipment

  • Coordinate with Marketing, Credit Analyst, Supply Chain, Distribution Center, and other departments to ensure order fulfillment and customer satisfaction (1.02).

  • Organize and book shipments, negotiate with customers and internal departments to ensure timely delivery and pickup; align shipping capacity with customer’s monthly receiving ability (1.06).

• Training & Support

  • Train customers and marketing team on Ashleydirect.com usage (1.07).

  • Support International Account and Fulfillment teams in maintaining and improving SOPs (1.10, 1.11).

• Documentation & Reports

  • Maintain international/local documentation (e.g., CPTPP, inspection documents) (1.08).

  • Generate weekly reports for open orders, excess inventory, trip status, overdue items, contract expirations, and customer service metrics (1.13, 1.14).

  • Review daily and weekly order queues, ensuring timely completion and no backlog (1.12, 1.15, 1.16).

• Bachelor’s degree in Business Administration, Logistics, or related field

• Proven experience in customer service, account management, or logistics

• Strong communication skills in English (written and verbal)

• Good understanding of order processing, inventory, and shipment coordination

• Proficient in MS Office and ERP systems

• Ability to multitask and prioritize in a fast-paced environment

Preferred Skills:

• Experience in B2B logistics or furniture industry is a plus

• Familiar with international shipping documentation

• Strong analytical thinking and customer-first mindset