Job Description

综述

The Specialist, Customer Service & Order Management is responsible for managing the end-to-end order fulfillment process, ensuring excellent customer service, accurate order processing, and effective coordination with cross-functional teams. The role serves as the primary point of contact for customers regarding orders, delivery schedules, product availability, and issue resolution while maintaining high levels of customer satisfaction.

Responsibilities 职责

Process customer orders accurately and timely in ERP systems (SAP, Oracle, etc.).Monitor order lifecycle from order entry through delivery and invoicing.Review orders for pricing, product availability, credit status, and customer-specific requirements.Manage order changes, cancellations, returns, and claims.Coordinate with supply chain, logistics, planning, and manufacturing teams to ensure on-time delivery. Act as the primary customer contact for order-related inquiries.Provide proactive communication regarding order status, delays, shortages, and delivery updates.Resolve customer complaints and service issues professionally and efficiently.Build strong customer relationships to enhance satisfaction and loyalty.Meet and exceed agreed service level agreements (SLAs). Collaborate with production planning, logistics, procurement, and warehouse teams.Support inventory management and product allocation activities.Manage supply disruptions and provide alternative solutions to customers.Monitor and improve order fulfillment performance. Maintain accurate customer master data and order records.Generate reports related to orders, deliveries, backorders, service levels, and customer performance.Analyze trends and identify opportunities for process improvement.Ensure compliance with company policies, procedures, and regulatory requirements. Participate in process optimization and customer service excellence initiatives.Support digitalization and automation projects within order management processes.Identify root causes of recurring issues and recommend corrective actions. Key competencies : Customer FocusOrder-to-Cash ExpertiseProblem Solving & Decision MakingCommunication & Stakeholder ManagementAttention to DetailTime Management & PrioritizationAnalytical ThinkingTeamwork & CollaborationProcess Improvement Mindset

Qualifications 要求

Bachelor's degree in business administration, Supply Chain Management, Logistics, Commerce, or related field.5- 12 years of experience in Customer Service, Order Management, Supply Chain, or Operations. Experience working with ERP systems such as SAP, Oracle, or Salesforce. Strong understanding of order-to-cash (O2C) processes. Proficiency in Microsoft Excel and reporting tools.