Customer Service Specialist

We are seeking a customer‑focused and detail‑oriented Customer Service Specialist to support our global customer operations. This role is ideal for someone who enjoys working in a fast‑paced, process‑driven environment and is passionate about delivering high‑quality service while managing complex order and logistics requirements.

You will play a crucial role in ensuring seamless customer interactions and reliable order execution, acting as a key link between customers and internal teams.

Customer Interaction & Support

• Act as the primary point of contact for customers, handling enquiries related to orders, products, delivery status, and documentation.
• Provide timely, accurate, and professional responses to customer queries and requests.
• Build strong relationships with customers, ensuring a positive service experience.

Order Management

• Process customer orders accurately within ERP systems, ensuring all details (pricing, quantities, delivery terms) are correct.
• Monitor order progress from entry through to delivery and invoicing.
• Proactively identify and resolve issues such as delays, shortages, or discrepancies.

Cross‑Functional Coordination

• Work closely with Supply Chain, Logistics, Sales, Production, and Finance to ensure smooth order fulfillment.
• Align customer requirements with production schedules and delivery capabilities.
• Support resolution of escalations and service issues.

Documentation & Compliance

• Prepare and manage customer documentation, including order confirmations, delivery notes, and export documentation where required.
• Ensure compliance with internal policies, trade regulations, and safety requirements.
• Maintain accurate and audit‑ready records.

Data & Reporting

• Maintain up‑to‑date customer and order data in systems.
• Support reporting on key service KPIs such as order accuracy, response times, and on‑time delivery.
• Highlight trends or recurring issues to support improvement initiatives.

• Customer‑centric, with a strong desire to provide excellent service.
• Detail‑oriented and organized, ensuring accuracy in all tasks.
• Calm and solution‑focused, particularly when managing issues or escalations.
• Collaborative, able to work effectively across multiple functions and teams.
• Reliable and proactive, taking ownership of tasks and following through.
• Adaptable, comfortable working in a dynamic, global environment.

Customer Service & Operational Competencies

• Experience in customer service, order management, or a related operational role (B2B environment desirable).
• Understanding of order‑to‑cash processes and basic supply chain concepts.
• Ability to manage multiple orders and priorities simultaneously.

Systems & Data Competencies

• Familiarity with ERP systems (e.g. SAP) and CRM tools.
• Strong Microsoft Office skills, particularly Excel and Outlook.
• Attention to detail in maintaining accurate customer and order data.

Communication & Interpersonal Competencies

• Clear and professional verbal and written communication skills.
• Ability to build strong relationships with customers and internal stakeholders.
• Confident handling of customer queries and issue resolution.

Behavioral & Professional Competencies

• Strong time‑management and prioritization skills.
• High level of integrity and accountability.
• Problem‑solving mindset with a focus on delivering solutions.
• Continuous improvement mindset and willingness to learn.