Customer Solutions Specialist - Team Leader

Proven experience in wholesale e-commerce, order management, or customer service roles Experience leading a small team or mentoring staff Strong written and verbal communication skills in English; Mandarin is a plus Proficiency in MS Office and Excel ERP/CRM system experience preferred (Microsoft Dynamics AX, SAP, NetSuite, or similar) Knowledge of order management systems, claims processing, and multi-channel customer communication tools Strong problem-solving, decision-making, and operational focus Ability to work under pressure, manage multiple priorities, and motivate a team

Oversee and guide daily operations of the Customer Solutions team Respond to customer inquiries via email, phone, and social media Manage and process customer orders, including email, phone, drop shipping, and EDI Handle back orders, on-hold orders, and monitor internal requests such as POD or tracking updates Identify, escalate, and resolve transport issues, returns, and warranty claims Maintain clear communication with internal teams and external customers Train, mentor, and support team members to ensure process adherence and service excellence Identify opportunities for process improvement and workflow optimisation