Customer Service Agent

Job Title: Customer Service Agent Job Overview: We are seeking a detail-oriented and proactive Customer Service Agent to manage end-to-end customer order processing, publisher liaison, digital title activation, and post-sales support. The ideal candidate will serve as the bridge between sales, customers, and UK/USA publishers/distributors to ensure accurate pricing, timely delivery, and exceptional client satisfaction. Key Responsibilities: • Quote & Inquiry Management: • Process Requests for Quotations (RFQs) and create adoption summaries. • Send inquiry lists to publishers/distributors to gather pricing and prepare detailed pricing file summaries. • Prepare and issue formal quotations to customers. • Follow up with Sales Managers to obtain signed Customer Purchase Orders. • Order Processing & Vendor Coordination: • Process customer Purchase Orders by creating corresponding Sales Orders in the system. • Place book and material orders with UK/USA publishers and suppliers. • Activate digital titles and digital learning access for customers. • Advise and select appropriate shipping modes based on order urgency and cost efficiency. • Logistics, Tracking & Delivery: • Track shipping information for all placed orders and set realistic delivery schedules. • Prepare regular order status reports for management and key stakeholders. • Customer Care & Claims: • Communicate directly with customers to address inquiries, clarify order details, and handle requests. • Handle and resolve claims for shortages or damaged shipments. • Issue A/R Invoices and process Return documents when necessary. • Reporting: • Provide regular operations, sales tracking, and operational status reports to the Direct Manager. Show more Show less