Senior Customer Service Officer

Responsibility and Authorities: - Act as the primary point of contact for customer inquiries, complaints, and feedback, ensuring timely and satisfactory resolutions. - Generate quotations, provide them to customers, and follow up on order receipt in a timely manner. - Review and process customer orders. - Liaise with customers to clarify order discrepancies and confirm orders. - Coordinate with Supply Chain Department for stock availability and delivery dates. - Issue Purchase Orders to suppliers and monitor incoming shipments. - Communicate with customers on estimated delivery dates and obtain customer acceptance. - Initiate purchase or delivery arrangements as per documented procedures. - Oversee the processing of customer orders from initiation to delivery, ensuring accuracy and timeliness. - Coordinate closely with the Logistics and Sales teams to meet customer delivery expectations. - Support customers across the Performance Products and Polymer business segments, including those in the aerospace and composites industries, ensuring timely order fulfilment and compliance with applicable quality requirements. - Receive forecasts from customers and plan and maintain appropriate inventory levels. - Analyse customer feedback and work with management to enhance service quality and improve business workflows. - Build and maintain strong relationships with key customers, understanding their needs and ensuring they are met. - Monitor and update price lists for the division’s products. - Assist the Finance Department with invoice submission. - Assist the Finance Department in following up on customer payments. - Support ad-hoc tasks such as generating necessary sales reports. - Ensure implementation and compliance with the requirements of the AS9120 Aerospace Quality Management System (AQMS) and ISO 14001 Environmental Management System (EMS). - Ensure procedures, standards, and guidelines are followed and maintained. Competency Requirements: - Diploma-level education or equivalent. - Proven experience in Customer Service, with at least 1–3 years of relevant experience. - Strong understanding of customer service principles and practices, preferably in the polymer or related industry. - Excellent communication and interpersonal skills, with the ability to manage challenging customer situations with diplomacy and professionalism. - Proficiency in SAP Business One (SAP B1) preferred. - Ability to work independently, prioritize tasks, and manage time effectively.