• Day-to-day order process, including taking phone calls from Retail / Wholesale, eCommerce, and Store customers, on enquiries, stock status, etc. And will coordinate with the respective team members to clarify on areas that is needed.
• Day-to-day order management, ensure all orders are processed to the suppliers, including orders placed in the US system.
• Day-to-day follow-up with the suppliers, to ensure order fulfilment meet 100% on-time delivery to the customers and all end client expectations are met.
• Work and ensure all orders are fulfilled on-time, including warranty claim orders. Ensure all service / warranty claims are processed and replaced on-time.
• Co-ordinate and collaborate with the Logistic team to ensure delivery meets client expectations.
• Work with all Stake holders (Store, Retail / Wholesale, and eCommerce team) to ensure customer support is meeting the business growth expectations.
• Build good relationships with all internal (Store team, Retail / Wholesale Sales team) and external customers to achieve 100% Customer Satisfaction.
• Report weekly and monthly performance (KPI) to leadership on order fulfilment, customer reliability, on-time delivery, customer complaints, etc.
• Collaborate with stakeholders outside Japan, including Herman Miller manufacturing team (Dongguan, China), Naughtone, HAY, DWR and North American counterparts to ensure orders are fulfilled to meet the customer expectations.
• Be a team player and provide new ideas on areas of improvements on the process and way of work as a form of continuous improvement initiatives.