Customer Service Specialist

Purpose & Overall Relevance for the Organization:

The Customer Service team’s mission is to deliver best in class customer experience through operational excellence. Effective account operations help streamline processes such as order fulfillment, inventory management, invoicing, ensuring that customers receive their products on time and in full. This efficiency builds trust and satisfaction, which are key for maintaining strong business relationships. 

Key Responsibilities: 

Delivery Note (DN) and e-invoice

• Collaborate with channels and customers to manage DN creation and execution, ensuring goods delivery adheres to service level agreements.
• Ensuring smooth and correct invoice issuing.
• Follow up on COTIF reporting for improvement actions.

Order creation

• Maintain and execute order according to the customer’s expectations and channel requests, ensuring the timely delivery of campaigns and launches.
• Support order fulfillment for daily business operations, including allocation, redating. 

Allocation & Inventory

• Allocate stock to orders using SAP and other control systems, through overnight batch runs and ad hoc requests. 
• Manage stock category cancelation/movement to optimize inventory for sales. 

Return

• Create return authorization and execution for return process.

Other tasks assigned by Customer Service Manager 

Key Relationships:
• Channels (DTC, Ecom, WHS)
• Customers
• Operations
• Marketing Operations
• Finance
• SEA related teams

Knowledge Skills and Abilities:
• Advanced Excel
• SAP Knowledge
• Power BI
• Analytical and process thinking
• Proactive, collaborative, calm, warm and enthusiastic
• Fluent in English (written and oral); good communication skills

Requisite Education and Experience / Minimum Qualifications:
• University degree or equivalent education required.
• Minimum of 3 years of working experience, preferably in Supply Chain Management.