Sales & Customer Service

Your Key Responsibilities

• Manage customer orders from order receipt through delivery, ensuring accuracy and timely processing.
• Monitor order status, inventory availability, schedules, and delivery commitments.
• Provide customers with accurate and timely information regarding orders, shipments, lead times, and product availability.
• Coordinate closely with Sales, Planning, SCM, Warehouse, Logistics, and Finance to fulfill customer requirements.
• Follow up on delayed orders, shortages, backorders, and delivery issues, and communicate solutions to customers.
• Handle customer complaints and coordinate with relevant departments to identify root causes and implement corrective actions.
• Maintain accurate customer, order, and delivery information in ERP/SAP systems.
• Prepare and monitor customer service reports, including order status, backlog, delivery performance, and customer complaints.
• Proactively identify potential service issues and communicate risks to customers and internal stakeholders.
• Support continuous improvement initiatives to improve order fulfillment, service efficiency, and customer satisfaction.
• Ensure all customer transactions comply with company policies, procedures, and agreed service levels.
• Analyze customer inquiries and complaints and coordinate with involved departments to realize corrective actions.
• Identify optimization areas, and implement respective projects, potentially involving stakeholders from sales, logistics and supplier.
• Investigate and resolve customer issues or complaints by effectively liaising with relevant departments.
• Other tasks assigned by superior.

Your Qualifications

• Degree in Business Management or Logistics or related field.
• 3-5 years of experience in Customer Service & SCM role handling international business.
• Independent, meticulous and team player.
• Customer-oriented mindset with strong ownership and accountability.
• Excellent communication and interpersonal skills.
• Strong coordination and follow-up skills.
• Good analytical and problem-solving abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Good understanding of supply chain and order management processes.
• Proficiency in Microsoft Excel and ERP/SAP systems.
• Good command of written and spoken English.