Customer Service Admin Officer

Job Details

Key Responsibilities:

Process all incoming customer sales orders accurately within the company ERP/order management system.

Liaise with production plants and third-party service providers to follow up on estimated delivery schedules.

Coordinate freight booking and shipment arrangements with appointed freight forwarders.

Generate, verify and distribute complete, accurate shipping documentation to customers as required.

Continuously track real-time order status, proactively flag potential risks and notify all relevant stakeholders in advance.

2. Customer Service Management

Handle all customer inquiries, feedback and complaints related to order execution.
Collaborate cross-functionally with internal departments to develop practical solutions and timely feedback for customer concerns.
Lead alignment between third-party logistics vendors and internal teams to guarantee seamless, on-time delivery of goods.
Build and sustain long-term, positive working relationships with Australian customers; capture and validate unique customer requirements to ensure all orders and documents align with customer expectations and company SOPs.
Receive customer purchase orders, issue formal order acknowledgements, and coordinate warehouse delivery arrangements to end customers.
Work closely with relevant teams to complete all shipping and supply chain management tasks in a timely manner.
Adopt a proactive customer service mindset; conduct outbound calls to selected key customers for regular relationship follow-up.

3. Office admin

4. General & Ad-hoc Duties

Manage filing, maintenance and retrieval of all supply and purchasing documents.
Participate in company safety initiatives and contribute to improving overall safety performance.
Support the team on all assigned special projects as needed.
Provide backup coverage for fellow team members during absences or peak workload periods.
Collaborate effectively within the team to meet individual KPIs and departmental targets, and share professional knowledge with teammates.
Complete any other ad-hoc tasks assigned by the line manager.

Basic Qualifications

Bachelor’s degree in Supply Chain, International Trade, Business Administration or related fields; relevant working experience may be considered as an alternative.

1–3 years of customer service, order processing or international logistics experience, preferably with Australian market client exposure.

Core Competencies

Familiar with end-to-end order management, freight forwarding processes and international shipping documents.
Strong cross-party coordination ability to communicate with factories, logistics vendors and internal teams.
Detail-oriented, with strong risk awareness to identify order and logistics issues proactively.
Customer-centric mindset with excellent problem-solving and conflict resolution skills.
Team player with willingness to share knowledge and provide backup support to colleagues.
Skilled in software (Excel, Word) and SAP experience is a must.

Strictly compliant with company standard operating procedures and document management rules.