1. Job Summary

Responsible for end-to-end Sales Support and Customer Service operations, including order management, customer inquiry handling, return processing, and sales reporting to ensure seamless support for business activities.

• Handle inquiries from customers (optical stores) and sales representatives.
• Manage full order operations including creation, modification, cancellation, delivery block handling, and tracking in SAP.
• Process returns and substitutions, including manual stock posting in SAP and managing physical inventory.
• Issue shipment documents, invoices, tax invoice requests.
• Prepare weekly and monthly sales forecast data.

2. Key Responsibilities (R&R)

A. Customer Service

• Handle customer/retail partner inquiries via phone and email.
• Provide shipment documents, invoices, and price list.
• Support B2B Website user accounts including password resets.

B. Order Management (Order / Shipping / Billing)

• Create, modify, and cancel orders in SAP.
• Set and manage delivery addresses, delivery terms, and order/delivery blocks.
• Monitor open orders and fulfillment rate; coordinate with customers and sales teams.
• Process orders from key channels, including Coupang.
• Monitor shipment and billing status.

C. Return & Substitution Management

• Process returns and substitution orders.
• Manage returned stock.
• Process Debit & Credit Memo requests in SAP.

D. Reporting & Data Management

• Prepare weekly and monthly forecast data.
• Generate and provide shipment list.

• Experience in Customer Service or Sales Support.
• Strong communication skills to collaborate with Customers, Sales, and Logistics.
• Detail-oriented, responsible, and strong problem-solving capability.
• Proficiency in Excel and ERP systems (SAP preferred).
• Strong accuracy in data, document, and order handling.
• Ability to manage multiple tasks with strong prioritization skills.
• Basic English communication skills (email & documentation).