Customer Service Officer, Singapore

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 finance 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 Ability to speak Mandarin and Cantonese to deal with counterparts in China and Hong Kong Understand Malay to interact with Malaysia and Indonesia partners Customer-oriented with a proactive and problem-solving attitude Ability to work independently and as part of a team Work Permit holders are welcomed 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)