Customer Service Executive

Purpose

Responsible for ensuring smooth coordination between buying, retail, logistics, and partner management functions. Supports seasonal buying, manages retail order fulfilment, oversees stock allocation, handles documentation and shipment processes, and ensures import/export compliance. The position also provides timely reporting and partner support to maintain operational efficiency, enhance customer satisfaction, and contribute to business growth.

Key Responsibilities

Seasonal & Factory Buy Support

• Coordinate seasonal and factory buy periods, ensuring timely preparation and communication with partners.
• Share all product line presentations and buying materials with partners ahead of seasonal buys to facilitate informed decision-making.
• Assist partners with queries related to the buying process and product offers.
• Distribute all factory line offers to partners and submit relevant information to the EU team.
• Collect and consolidate feedback on seasonal products from partners for future planning and improvements.
• Share training materials to ensure partners are fully informed and aligned with product and brand strategies.

Sales Order Management

• Upload sales orders (with Sales Team).
• Inform clients about shortages, changes, or delays.
• Track order arrivals at SG warehouse.
• Send stock arrival notices (ZA19 Allocation).

Forecast, Documentation & Shipment Coordination

• Collaborate with the logistics team to prepare outbound forecasts, verify shortages, additions, and changes, and confirm received quantities with the warehouse.
• Manage documentation and approvals, including issuance of prebolla/Sessione, packing lists, Commercial Invoices (CIPL), DDTs, and invoices in coordination with relevant teams.
• Oversee finance and credit control by monitoring Accounts Receivable status for release approvals.
• Coordinate shipment handovers by confirming pickup dates with clients/forwarders, issuing invoices for cargo release, and verifying delivery note receipt from the warehouse.

Import & Export Operations

• Manage import and export processes for Asian partners, including applying for Form D and arranging outgoing distributions.

Reporting

• Prepare weekly, monthly, and ad-hoc business reports to track performance and operations.

Singapore Retail Order Fulfillment & Stock Management

• Manage retail order fulfilment to ensure timely delivery in accordance with instructions.
• Prepare weekly retail reports on new stock updates (pre-orders) for merchandisers.
• Distribute stocks to stores based on Visual Merchandising (VM) guidelines or specific storyline directives from Joy.
• Raise new orders and allocate open stock (old stock) to retail outlets as required.
• Facilitate stock transfers from wholesale to retail upon request.
• Ensure all stock distribution to retail stores is preceded by verification of the corresponding price list.

• Degree or diploma in Business Administration, Logistics, Supply Chain Management, or a related field

• 1–2 years of experience in customer service, sales operations, logistics, or retail operations preferred

• Good understanding of order management, inventory control, and shipment processes

• Knowledge of import/export procedures and documentation is an advantage

• Advanced proficiency in MS Office (especially Excel); experience with ERP systems (e.g., SAP) is a plus

• Strong organizational and time management skills with the ability to handle multiple tasks simultaneously

• Detail-oriented with strong analytical thinking skills

• Excellent written and verbal communication skills in English

• Team player with the ability to coordinate effectively across departments
• Customer-focused mindset with strong problem-solving abilities
• Ability to work in a fast-paced and dynamic environment