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.