Responsibilities
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Manage the team of Customer support; Receive and process customer orders, inquiries and complaints via electronic platforms, email, phone, LINE OA, ensuring accuracy and timeliness.
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B2B Customers – Voice / Non-voice channels
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B2C Customers – Voice / Non-voice channels
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Cooperate with the sales, supply planning and logistics teams to coordinate order fulfillment, delivery scheduling, and issue resolution, with a focus on customer satisfaction and cost efficiency.
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Proactively identify service gaps, unfulfilled orders and implement solutions to improve internal and external customer experience and logistics effectiveness.
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Monitor stock availability and coordinate fulfillment to minimize short orders or back orders.
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Maintain and regularly update customer information and order history in the SAP system.
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Investigate and resolve customer issues or complaints by effectively liaising with relevant departments.
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Supervision; Communicate with the Accounts Receivables team regarding payment statuses and outstanding invoices. Help follow up payment collections according to the agreed terms.
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Provide regular reporting on order status, fulfillment performance, and customer feedback to relevant internal stakeholders.
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Exhibit positive behaviors aligned with Bridgestone’s Leadership Principles & Culture.
Requirements
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Experience in customer service, contact center, order management, or related role.
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Experience in the automotive, FMCG and/or aftermarket industry is preferred.
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Proficient in Microsoft Office and experience with SAP or other ERP systems.
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Ability to communicate in English. (TOEIC 750 and above)
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Strong problem-solving skills and the ability to work well under pressure.
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Organized, collaborative, and engaging, with strong influencing abilities.
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Excellent communication and interpersonal skills with a customer-centric mindset.
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Strong analytical and logical thinking abilities.
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International or start-up experience preferred.