Customer Service Senior Specialist

[Role Summary] The Customer Service Senior Specialist is responsible for managing day-to-day order processing and customer service activities for FMCG customers. This role ensures accurate and timely order-to-cash execution, resolves customer inquiries, and supports internal teams to deliver high service levels and operational efficiency. [Key Responsibilities]  Order Management • Process and monitor customer orders in SAP systems. • Ensure timely order confirmation, delivery scheduling, and invoicing. • Track order status and proactively communicate updates to customers.  Customer Support • Handle daily customer inquiries regarding orders, deliveries, claims, and product availability. • Provide professional and timely responses to key account, distributor, and e-commerce partners. (e.g., OOS, delist, pricing different) • Support issue resolution (e.g., delivery delays, shortages, returns, billing errors).  Service Performance Monitoring • Monitor service KPIs (OTIF, fill rate, order accuracy). • Assist in preparing reports and dashboards for customer service performance. • Identify recurring issues and propose process improvements.  Cross-functional Collaboration • Work with logistics and supply chain teams to ensure product availability and on-time delivery. • Coordinate with sales, finance, and trade marketing to resolve customer-related issues. • Support promotional activities and ensure smooth execution from order to delivery.  System & Process Support • Maintain accurate customer master data in SAP systems. • Participate in process improvement initiatives and system enhancements. • Support training for junior specialists or new hires.