Customer Operations Executive - B2B

Scope: We are seeking a dynamic and detail-oriented Customer & Operations Executive (B2B) to join our team. In this role, you will be responsible for handling business-to-business (B2B) customer orders, tracking shipments, and ensuring a seamless order fulfillment process. This position is ideal for individuals who are eager to learn, have strong attention to detail, and are passionate about delivering excellent customer service in the cosmetics industry.
Customer Relationship Management:
• Provide clear, complete and update to date on B2B's Assortment and order-related information to 2B customers in a professional and timely manner.
• Build and maintain strong relationships with business clients, ensuring high levels of customer satisfaction.
2B Management:
• Monitor shipments, work with logistics partners to ensure timely delivery, and resolve any delivery-related issues.
• Receive and process B2B customer orders accurately in the system.
• Ensure timely order confirmation, invoicing, and coordination with warehouse and logistics teams.
• Track orders from processing to delivery and update customers on order status.
• Handle customer's complaints, returns, exchanges and rebate efficiently while maintaining a positive customer experience.
• AR Tracking to maintain and inform commercial team on time the correct due date and payment date of each clients
Documentation & Reporting:
• Maintain accurate records of customer interactions, orders, and issue resolutions.
• Maintain 90% accurate 2B's invoices, support finance partners maintain 2C's invoices.
• Generate and analyze reports on order fulfillment, customer satisfaction, and service performance.
Continuous Improvement:
• Work closely with internal teams (sales, warehouse, and logistics) to improve processes and enhance customer experience.
• Stay updated on industry trends, company products, and customer service best practices.
• Other tasks will be assigned by your line manager.