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 mattersAssist with DTC customer queries : Provide support and answer queries from DTC customers during your working hours via direct communication channelsPrepare next-day shipments with the warehouse : Coordinate with the operations team to ensure timely and accurate preparation of orders for next-day deliveryAssist with Shopify backend updates : Support the team with basic updates and maintenance of the Shopify platformLearn and manage PetCubes' customer rewards programme (Eber) : Understand and effectively manage the Eber programme for DTC customers to maximise their engagement and retentionFulfilment of sales orders : Ensure all retail partners' sales orders are accurately fulfilled on relevant platforms (Shopee, RedMart, Amazon, Grab etc.) and within NetSuite OracleManage shipping partner communication and coordinationProcessing 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 deliveryManage product exchange requests : Handle exchange requests from retail partners and DTC customers in accordance with company policyMonitor & 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 segmentsImproving 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 segmentsConsolidating feedback : Compile customer feedback from all segmentsAny other admin tasks or ad-hoc duties relevant to the roleSkills And Experience :
NITEC, A Levels or Diploma and aboveGood communication and interpersonal skillsStrong organizational skills and attention to detailProficient in written and spoken EnglishCustomer-oriented with a proactive and problem-solving attitudeAbility to work independently and as part of a teamPreferred but not Mandatory Skills :
Minimum of 1 year of experience in a customer service roleFamiliarity with order management systems and basic logistics processesExperience with e-commerce platforms (e.g., Shopify, Shopee, RedMart, Amazon, Grab)Basic understanding of accounting and inventory platforms (NetSuite Oracle preferred)