Senior Customer Service Officer
Job Summary
The Senior Customer Service Officer manages daily customer service operations, from order processing to delivery and billing. This role involves handling customer requests, queries, and complaints while ensuring high customer satisfaction and efficient service delivery. The position also requires identifying sales opportunities and contributing to continuous improvement through TPM methodology.
Responsibilities
- Manage end-to-end order processing, deliveries, and invoicing.
- Resolve customer requests, queries, and complaints.
- Coordinate with planning, logistics, and sales teams.
- Drive continuous improvement using TPM methodology.
- Monitor and analyze Customer Service KPIs.
Required Skills
- 2+ years customer service experience
- Customs Declaring Agent (DA) Certification
- Supply chain process knowledge
- Data analysis and KPI management
- Strong communication and organizational skills
Job Details
Customer Service Coordination:
- Receive, check, enter, process and change domestic/export customer orders, deliveries and shipments and send order confirmations to customers, including arrange, book transport and process invoices.
- Handle and process inquiries, questions and complaints according to internal processes and work instructions and resolve them.
- Track and monitor customer orders, inquiries and complaints in the customer service systems (e.g. GR, PC), according to established procedures and key indicators (e.g. service level, costs).
- Provision of administrative data (order number, container number, trucking data, etc.) to the central master data department for the purpose of handling sales orders.
- Prepare loading plan and align between production and logistics.
- Inform and update CSM about the handling and closure of customer orders.
- Independently service customer accounts.
- Identify and exploit cross- and up selling opportunities with existing or new customers and/ or forward these to Sales Representatives or Account Managers.
- Coordinate activities in assigned team, in line with commercial guidelines and procedures.
- Work with Planning Team to ascertain sales and production forecast.
TPM & Continuous Improvement:
- Participate in TPM Customer Value Pillar projects.
- Propose improvement opportunities in systems and processes, solutions and implement them.
- Use TPM methodology and Customer Value Pillar as tool-kits for continuous improvement.
- Analyse and achieve Customer Service KPIs (e.g. OTIF resolution of complaints, Cost to Serve, Net Promoter Score) and provide management with analysis and initiate actions towards continuous improvement.
Requirements:
- Diploma with at least 2 years of customer service experience, with Customs Declaring Agent (DA) Certification preferred.
- Customer Service Collaboration: Ability to connect with and build quality authentic relationships with customers.
- Customer Service Operations: Manage day-to-day activity, including disciplined, clear and cost-effective processes.
- End to End Supply Chain Understanding: Ability to develop a deep understanding of OpCo and customer end to end supply chain processes.
- Customer Insight & Market Knowledge: Ability to understand customer/consumer behaviours, the market place and competitors.
- Commercial & Financial Confidence: Ability to understand and explain the business strategy and cost of supply chain operations.
- Strong communication, interpersonal skills, and adaptability.
- High integrity and discretion in handling confidential matters.
- Results-oriented, systematic, and detail-oriented with strong problem-solving skills.
- Excellent time management and organizational skills.