Senior Customer Service Officer

What makes this a great opportunity?

The Senior Customer Service Officer is responsible for managing end-to-end order fulfillment processes, including order processing, outbound delivery, customs clearance, and reverse logistics across EMTR and SEA regions. The role also involves analyzing customer needs to strengthen relationships and enhance the overall customer experience.

The primary objective is to deliver exceptional customer service at optimal operating cost while improving operational agility. This role will lead and support the implementation of business process improvements to drive efficiency across customer service and supply chain fulfillment operations.

Acting as a key liaison for stakeholder requirements, the role ensures timely and effective resolution of customer inquiries and order-related matters. The officer will also coordinate with 3PL partners to monitor performance, resolve issues, and escalate concerns to the team manager when necessary.

Role Responsibilities

Order Processing/ and Fulfilment

• Proactively manage all EMTR and SEA OTC processes, including SO entry verification, order fulfillment, and tracking. Respond promptly to order-related inquiries from both internal and external customers.
• Oversee invoicing and manage commercial disputes. Collaborate closely with Finance and Accounting teams to resolve urgent order-related issues.
• Take ownership and accountability for the OTC process, ensuring performance against defined KPIs. Actively participate in process improvement initiatives.

Operational Efficiency and Optimization

• Accountable for OTIF and CFR KPI performance, ensuring accuracy across the OTC process in collaboration with local 3PL partners.
• Engage directly with customers to deliver high-quality service and proactively understand their evolving supply planning needs.
• Resolve complex service issues escalated by the Commercial team, working closely with 3PL partners and internal stakeholders to enhance customer satisfaction and experience.
• Champion continuous improvement across all customer fulfillment activities by applying best practices, adhering to operational standards, and leveraging digital tools and technologies to drive excellence.

Compliance & Documentation

• Stay updated on customs regulations and requirements to minimize operational roadblocks.
• Establish precise SAP system records and rectify any errors within the same or next business day.

Collaboration/Connectivity

• Effectively manage relationships with customers and commercial team by ensuring regular dialogue and conducting reviews with market contacts, assisting them to resolve issues locally.

Qualifications

• Diploma in Business, Logistics, Supply Chain or equivalent qualification. At least 2 years of experience in logistic, 3PL/warehouse management, OTC and/or E2E supply chain would be preferred.
• Proficient in both English & Chinese.
• Proficiency in Microsoft Office and possess good working experience & knowledge in SAP OTC & SCM. Knowledge of Power BI will be an added advantage.
• Independent self-starter. Understands what it means to own something and be accountable.
• Understands and possess service-oriented mindset, able to address customers' issues effectively and achieve customer satisfaction.
• Understands the dynamics of effective teamwork to attain higher levels performance.  Demonstrate a commitment to engage teams in other functions/divisions of the organization. Can effectively motivate and influence cross functional teams at all levels in the organization.
• Ability to review current systems and processes to identify short- and long-term improvement opportunities.
• Ability to tackle complex and ambiguous problems, provide clarity of thought, and deliver results.