Senior Customer Service Officer

Job Detail

Process incoming customer orders and issue order confirmations within KPI timelines. Provide timely updates on order status, shipment schedules, and delivery progress. Address customer feedback or complaints with effective and timely solutions. Coordinate with Planning, Product Leaders, PMs, KAMs, and CSR Manager on shipment scheduling, order changes, and date management approvals. Handle customer price enquiries (standard or customized products) in collaboration with Sales and Product teams. Serve as the primary point of contact between the company and customers, ensuring all requests are managed efficiently. Maintain accurate customer data in SAP, including billing, shipping, and payment information, and coordinate with Finance for credit approvals. Review backlog, shipment, RMA, and order reports regularly, and follow up with customers when needed. Support Finance in monitoring account receivables and ensuring timely payment collection. Coordinate with internal departments to complete and submit required customer documents (e.g., audit forms, quality declarations, vendor surveys). Ensure accurate billing and proper documentation for month-end closing. Prepare reports and assist with ad-hoc tasks or improvement projects as assigned. Maintain compliance with company policies and regulatory requirements. Actively participate in continuous improvement and lean initiatives. Manage and update assigned customer portals (if applicable).