Job Description

• Manage and monitor customer orders from receipt through delivery, ensuring timely and accurate fulfillment.
• Serve as a key point of contact for customers, providing timely support and resolving inquiries, concerns, and service issues.
• Coordinate with internal teams such as Sales, Operations, Supply Chain, Logistics, and Finance to ensure customer requirements are met.
• Follow up on order status, backorders, changes, cancellations, and delivery commitments.
• Investigate and resolve customer complaints and discrepancies, identifying root causes and implementing appropriate solutions.
• Maintain accurate customer and order information in ERP and other internal systems.
• Monitor customer service KPIs and prepare reports related to orders, delivery performance, and customer satisfaction.
• Support process improvements and identify opportunities to enhance the overall customer experience.
• Provide guidance and support to Customer Experience team members and assist with complex or escalated cases.

Job Requirements

• Bachelor’s degree in Business Administration, International Business, Supply Chain, Logistics, or a related field.
• 3–5+ years of experience in Customer Service, Customer Experience, Order Management, or a related position, preferably in a manufacturing environment.
• Advanced English communication skills, both written and verbal.
• Experience working with ERP systems; SAP experience is preferred.
• Strong knowledge of order-to-cash/customer order management processes.
• Advanced Excel skills and experience working with reports and data analysis.
• Strong problem-solving, organization, and communication skills.
• Ability to manage multiple priorities and work effectively with cross-functional teams.
• Customer-oriented mindset and ability to handle escalated or complex situations.
• Experience mentoring or providing guidance to junior team members is preferred.