Sufinah Nur

Accomplishments:

• Successfully achieved 24 hours turnaround time for 98% enquiries & quotations from initial 48 hours.

• Work with Supply Chain and Sales Team to simplify processes, minimize paperwork and propose solutions to reduce stocking and operational costs.

• Established and standardize workflow.

Role:

• Order fulfillment – processes quotations, orders, returns, replacements accurately and timely.

• Reviews all open sales orders & backlog; follows up with relevant supply site contacts to ensure on-time shipments. Escalates issues appropriately to ensure prompt resolution. Informs customers of product delinquency and proposed recovery dates.

• Responds effectively and efficiently to customers/channel partners’ inquiries within 24 hours, ranging from orders, product availability, pricing, shipment arrangement, billing (invoices, debits, and credits), other forms of documentation (proof of delivery, terms of contracts, letters of credit, etc.), marketing promotions & sample requests.

• Account & backlogs management, proactively communicate changes/delays and suggest alternative option whenever possible to mitigate escalation due to shipping delays.

• Prompt coordination with logistics service providers for timely delivery.

• Work with Finance on AR, AP issues & follow up when needed.

• Responsible to meet all operational KPI.

• Ensure all documentation and order processes are in line with corporate guidelines and compliance.

• Manages telephone calls professionally, with proper phone etiquette.

• Manages customer complaints & follows through to ensure complete closure within 24 hours. Resolves problems through analysis of situations and experience to determine best use of approach and resources.

Role:

• Provided first level of support for walk-in customers, purchasing of goods, handle returns and replacements accurately and timely.
• Reviews all orders and backlog; follows up with relevant contacts to ensure on-time shipments. Escalates issues appropriately to ensure prompt resolution.
• Coordination with logistics service providers for timely delivery of stock to outlets.