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Order Support Specialist

VF

VF

Customer Service, Operations
Kuala Lumpur, Malaysia
Posted on Monday, July 1, 2024

Job Definition (Key Purpose of the Job) :

This position supports the VF Singapore and VF Malaysia Supply Chain Operations and Order management processes for all VF Brands in Singapore and Malaysia. This position is a service provider to the Brands and work closely with the VF Supply Chain Operation Manager and 3PL Partner and other supporting functions like CSOM, Logistics, Customs and Trade Compliance and etc.

Key Result Areas :

Customer Service & Order Fulfillment

Customer Service Support

  • Support the sales process and follow-up with administrative tasks
  • Receive, check and consolidate Sales Order after Sales Team finalize orders
  • Assist on billing process
  • Provide updates on unshipped orders and pending payments

Customer Issue Resolution

  • Act as first contact point for customer complaints, issues;
  • Resolve issues related to order, shipment, and delivery

Sales Order Creation and Amendments

  • Receive Sales Order Forms and input into ERP system
  • Manage adjustments to sales orders (cancellation of SO etc.)
  • Coordinate across functions to manage adjustments to demand based on PO amendments (delay in shipments etc.)
  • Manage DC capacity and execute outbound deliveries per SO

Sales Order Issue Resolution

  • Coordinate and manage order fulfillment issues related to Sourcing, Logistics, and Finance etc.
  • Receive approvals from Product Team before executing product return transactions in the ERP system

Stock Allocation

  • Receive approval from brands and execute stock allocations and replenishments
  • Coordinate stock allocation between retail and wholesale channels

Retail Support

  • Receive, check and consolidate retail orders
  • Provide updates on order shipment status
  • Help retail buyer to resolve issues related to shipment, delivery and discrepancy
  • Receive allocation table and input into ERP system
  • Manage orders for imported stock

Logistics and DC Operations

  • Establish strong working partnership with 3PL that is open, communicative and sharing in daily execution
  • To ensure Daily/Weekly/Monthly capacity Planning at DC and Domestic Delivery is completed, and that it aligns with expected business needs
  • To assist in the establishment of new Distribution Operations for Brands as and when necessary.
  • Work with Customer Order Fulfillment team to ensure all Orders are delivered per required lead time and service levels.
  • Assist where necessary the entry of import shipments with freight forwarders, Customs and custom house brokers, issue inland routing instructions to forwarders and brokers:
  • Assist where necessary VF’s quality procedures for sourced apparel & footwear received at the DC
  • Handle directions to 3PL and Regional Teams per Inventory control to monitor internal processes to insure inventory integrity.
  • Handle periodic physical inventories, co-coordinating with corporate inventory control and external auditors.
  • Manage the daily order allocations for subsidiaries and distributors, and where necessary to prioritize the daily work load to ensure performance standards will be maintained in a cost effective and efficient manner.
  • Co-ordinate with financial supervisor customer returns and credit invoices.
  • Handle claim process and communicate with 3PL and vendors
  • Handle VF’s logistics flow process
  • Communicate with wholesale customer for order delivery
  • Communicate with APAC IT team for SAP error
  • Ensure Service Provider – KPI’s are measured, reported and met
  • Work with Regional teams to ensure alignment with in country brand initiatives
R-20240402-0007