Customer Service Executive & Order Fulfilment

This position is responsible for providing end-to-end customer service and order fulfilment support, ensuring customer orders are processed accurately and delivered in a timely manner. The role serves as the key point of contact for customers and consignees, working closely with Logistics Service Providers (LSPs), depots, and internal stakeholders to coordinate demand forecasts, inventory allocation, deliveries, collections, and order-related activities.

The incumbent will play an important role in ensuring service excellence, operational efficiency, and effective communication across the supply chain.

Key Responsibilities

Customer Service & Order Management

• Serve as the key point of contact for customers and consignees on order fulfilment, delivery, collection, and other service-related matters.
• Manage and maintain customer demand forecasts, sales orders, and shipment information to support effective supply and inventory planning.
• Coordinate order allocation and delivery arrangements, including the creation of inventory transfer requests for deliveries.
• Work closely with customers on order amendments, cancellations, replacements, and other order-related requirements.
• Perform matching and unmatching of sales orders for reallocation and ensure relevant packers and stakeholders are kept informed of changes.
• Proactively communicate with customers on order status, delivery schedules, potential delays, and service-related matters.
• Arrange and coordinate regular meetings with customers to review operational performance and address service requirements.
• Prepare regular customer reports and reviews covering key areas such as demand forecasting, On-Time Delivery (OTD), quality, lost sales revenue, extended hire, damaged bins, and other relevant operational metrics.

Delivery & Logistics Coordination

• Work closely with Logistics Service Providers (LSPs), depots, and relevant stakeholders to ensure customer orders are fulfilled and delivered according to agreed schedules.
• Send delivery instructions to depots, LSPs, and/or other relevant parties to facilitate timely deliveries.
• Monitor delivery progress and follow up with LSPs to ensure all customer orders are successfully completed.
• Ensure operational status reports, including import and delivery reports, are received accurately and on time from depots and LSPs.
• Ensure supporting documents, including signed Delivery Orders (DOs), are received and properly maintained.
• Proactively follow up with customers and consignees on the collection of de-hired containers.
• Coordinate with LSPs and consignees to arrange timely collection and movement of containers.

Vendor & Administrative Support

• Raise Purchase Orders (POs) and upload trucking rates for the relevant approval process.
• Ensure all relevant Purchase Orders are processed and MIGO completed accurately and on time.
• Liaise with Accounts Payable and vendors/LSPs to resolve billing issues, discrepancies, and other payment-related matters.
• Maintain accurate operational records and documentation in accordance with internal processes and requirements.
• Support colleagues across other Operations functions during periods of absence or when additional operational support is required.
• Perform other duties and responsibilities as assigned to support business and operational requirements.

Competencies

• Customer Orientation
• Collaboration & Teamwork
• Growth Mindset & Adaptability
• Influencing & Communication Skills
• Process Management
• Hands-on & Proactive Approach
• Analytical Thinking & Problem Solving

Requirements

• Diploma or Degree in Supply Chain Management, Logistics, Business Administration, or a related discipline.
• Prior experience in customer service, order fulfilment, supply chain, logistics, or a similar operational environment is preferred.
• Self-motivated and proactive individual who is able to work independently with minimal supervision.
• Strong customer-service mindset with good interpersonal and communication skills.
• Good command of written and spoken English.
• Proficient in Microsoft Excel, with the ability to perform manual planning and manage operational data.
• Strong analytical and problem-solving skills with good attention to detail.
• Able to manage multiple priorities and work effectively in a fast-paced operational environment.
• Comfortable working cross-functionally with customers, vendors, logistics partners, and internal stakeholders.

About Goodpack

Goodpack is an innovator in developing safe and cost-efficient transportation and storage solutions for challenging payloads, including natural rubber, food and liquids and specialty industrial goods such as tires and automotive parts. We have a strong network of team members, operations and depots around the world, dedicated to simplifying our customers’ supply chain processes.

Our Business Promise – Connecting Businesses Globally

We deliver value to our customers and partners through efficient supply chain solutions, our global network and fleets of intelligent returnable containers.

Our Employee Promise

We work closely together, in the spirit of the family-business at our origins. At the same time, supported by a strong and financially robust ownership structure, Goodpack offers meaningful exposure and broad opportunities to make an impact at the local, organizational, and global levels.

Being of a network company with global presence, you will be exposed to different parts of the organization and adjacent functions through collaboration, broader job scope, and job rotations. The fast-paced and dynamic culture accelerates on-the-job training and learning, and consequently professional growth. You have easy access to our leaders, you can avail of international mobility programs and leadership development paths. You become an integral part of the network, your views and opinions matter and your own teams and the surrounding teams support you. You are connected to the entire world and our strong human network is reflecting and supporting our Connecting Businesses Globally business promise.

We believe in the value of employability, the continuous process of acquiring experience, new knowledge through purposeful learning and skills that contribute to successful careers in the ever-changing Logistics and Supply Chain industry.

Who are we looking for?

We are always looking out for talents who have the required skills and the following traits:

Adaptable: You believe that change is the only constant and you are resourceful in your attempts to find improvement opportunity within that change. You are not afraid to try new things

Collaborative: You enjoy working with others and you are open to contribute knowledge, ideas and perspective. This is what makes our network strong and resilient

Self-directed: You take initiative, drive it from the start till the end and take pride and accountability in the result of the initiative.

Curious: You are hungry for knowledge, in your area of responsibility as well as beyond. You are determined to seek answers by asking the questions and you are willing to constantly learn.

Hands on: You are comfortable in seeing the big picture and you are passionate about turning strategy into reality through practical means and delivering results.

Communicate proactively: You are well-versed in verbal and written communication. You listen to others’ opinions and express your thoughts and ideas well.

Join us and be a part of Goodpack family!

“By applying to the above-referenced position, you consent to the collection, storage, use, transfer (including outside of the country where such information was collected from) and disclosure of the above personal data by Goodpack for the purposes of evaluating your suitability for employment in any current or prospective position within the organization and verifying your identity and accuracy of your personal details and other information provided (“Purposes”).”