Customer Service Officer (Morning Shift)
Weekday Working Hours: 7:30 AM – 4:30 PM (On-site)
Saturday Working Hours: 9AM – 1PM (Remote)
About PetCubes
PetCubes is a leading pet food company in Singapore dedicated to providing fresh, nutritious, and delicious meals for dogs and cats. We are passionate about pet health and well-being, and our mission is to nourish pets with the highest quality ingredients. We pride ourselves on our commitment to customer satisfaction and our innovative approach to pet nutrition.
As a Customer Service Officer, you will be primarily responsible for ensuring smooth order processing and providing excellent support to our retail partners, while also assisting direct-to-consumer (DTC) customers during your working hours. This role will primarily involve:
- Coordinating retail partners' orders and shipments efficiently
- Focusing on building strong relationships with our retail partners through effective communication and support
- Being a key point of contact between our customers and the internal teams (Sales, Operations, Finance)
- Managing customer inquiries and resolving delivery-related issues efficiently
Responsibilities:
- Handle retailer inquiries: Respond promptly and professionally to inquiries regarding pricing, stock availability, delivery updates, and other account-related matters
- Assist with DTC customer queries: Provide support and answer queries from DTC customers during your working hours via direct communication channels
- Prepare next-day shipments with the warehouse: Coordinate with the operations team to ensure timely and accurate preparation of orders for next-day delivery
- Assist with Shopify backend updates: Support the team with basic updates and maintenance of the Shopify platform
- Learn and manage PetCubes' customer rewards programme (Eber): Understand and effectively manage the Eber programme for DTC customers to maximise their engagement and retention
- Fulfilment of sales orders: Ensure all retail partners' sales orders are accurately fulfilled on relevant platforms (Shopee, RedMart, Amazon, Grab etc.) and within NetSuite Oracle
- Manage shipping partner communication and coordination
- Processing customer orders: Generate invoices and delivery orders for retail partners and DTC customers, working closely with Operations and Finance teams to ensure timely and accurate delivery
- Manage product exchange requests: Handle exchange requests from retail partners and DTC customers in accordance with company policy
- Monitor & resolve failed deliveries and urgent changes: Proactively track and resolve issues related to failed deliveries and accommodate urgent order changes as needed for all customer segments
- Improving customer service and feedback process: Utilise the centralized feedback software (Sleek) to ensure that customer feedback and queries are tracked, logged, and managed effectively for all customer segments
- Consolidating feedback: Compile customer feedback from all segments
- Any other admin tasks or ad-hoc duties relevant to the role
Skills And Experience:
- NITEC, A Levels or Diploma and above
- Good communication and interpersonal skills
- Strong organizational skills and attention to detail
- Proficient in written and spoken English
- Customer-oriented with a proactive and problem-solving attitude
- Ability to work independently and as part of a team
Preferred but not Mandatory Skills:
- Minimum of 1 year of experience in a customer service role
- Familiarity with order management systems and basic logistics processes
- Experience with e-commerce platforms (e.g., Shopify, Shopee, RedMart, Amazon, Grab)
- Basic understanding of accounting and inventory platforms (NetSuite Oracle preferred)