The Customer Service Representative plays a critical role in coordinating warehouse and logistics operations (≈60%) and supporting after-sales services . This position serves as a key link between customers, internal stakeholders, warehouse teams, and logistics partners to ensure accurate order fulfillment, timely shipments, and high levels of customer satisfaction.
Main Duties and Responsibilities
Warehouse & Logistics
- Manage import/export processes and documentation (P/I, Packing List, NDG, CITES, airway bills, pre-alerts).
- Liaise with customs to ensure duties/taxes are paid and goods released on time.
- Update SAP promptly with shipment data; notify warehouses and stakeholders of arrivals.
- Process daily sales orders, ensuring timely warehouse deliveries; perform daily PGI.
- Maintain accurate records of sales orders, packing lists, and invoices; provide completed files to Finance for VAT invoicing.
- Reconcile monthly SAP deliveries with courier records; address and resolve any delivery delays.
- Complete consignment and concession store billing processes accurately and on time.
- Track and report defective products, coordinating with I/C and DGO offices as needed.
After Sales Services
- Handle toll-free hotline and email inquiries, logging and following up on cases.
- Provide weekly and ad-hoc SAV reports to HQ.
- Support SAV training, technical notes, and product-related assistance for staff and customers.
- Ensure timely renewal of Local Quality Inspection Certificates to keep stores compliant.
- Manage spare parts inventory and related SAP processes (POs, MIGO/MIRO).
- Support Commercial team with SAV tools/forms for concessions/customers.
- Liaise with DGO office on defective and counterfeit products; maintain accurate case records.
Compliance & Reporting
- Ensure compliance with Sarbanes-Oxley requirements and internal controls.
- Support documentation needs for regulatory bureaus or potential legal cases.
Requirements
- University degree.
- Minimum 2 years of experience in Customer Service (warehousing/logistics/after-sales).
- Proficiency in Microsoft Office; SAP knowledge preferred.
- Assertive, team-oriented, and detail-focused.
- Strong interpersonal, communication, and problem-solving skills.
- Fluent written and spoken English is an advantage.
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Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.
