JOB PURPOSE
Working within a shared services environment supporting customers across Asia Pacific, the Senior Customer Service Specialist is responsible for ensuring efficient execution and coordination of all sales support and service activities. This role goes beyond transactional support to include ownership of key processes, proactive issue management, and close collaboration with internal stakeholders to enhance customer satisfaction and operational effectiveness.
PRINCIPAL ACCOUNTABILITIES
- Ensure effective day-to-day customer service operations supporting both pre- and post-shipment requirements across assigned accounts.
- Take ownership of customer backlog management, maintaining backlog integrity through proactive review, issue resolution, and timely follow-ups.
- Act as a key point of contact for sales teams, providing guidance and support in managing customer orders and fulfillment requirements.
- Drive timely resolution of order-related issues, ensuring minimal disruption to customer delivery schedules.
- Participate in and contribute to continuous improvement initiatives to enhance service quality and operational efficiency.
- Support and guide junior team members where required, ensuring consistency in process execution.
- Rotate within specialist functions as required, while maintaining high performance across all assigned responsibilities.
JOB DESCRIPTION
- Proactively manage and review customer backorder reports, ensuring timely closure within defined turnaround times.
- Work closely with Sales to manage pre- and post-shipment activities, including order changes, expedites, and delivery commitments.
- Support and drive requirements from customer bond constraint reporting, ensuring accurate fulfillment of bonded inventory programs.
- Monitor and manage customer forecasts and order changes, ensuring alignment with supply and system updates.
- Maintain and update customer portals, customized reports, and system data to ensure accuracy and visibility.
- Identify and escalate potential delivery risks or shortfalls, ensuring early communication and mitigation actions.
- Provide recommendations to improve order fulfillment, inventory planning, and customer satisfaction.
- Ensure compliance with company policies, procedures, and service standards.
- Escalate complex or high-impact issues to management in a timely and structured manner.
- Support business continuity requirements, including rotational work arrangements when necessary.
QUALIFICATIONS
- Minimum Diploma or equivalent qualification in a relevant field.
EXPERIENCE
- Minimum 4–5 years of experience in customer service, order management, or supply chain support.
- Experience in a shared services or regional support environment is advantageous.
- Prior experience handling complex customer accounts or escalation cases is preferred.
COMPETENCIES
- Strong attention to detail with high accuracy in data management and order processing.
- Advanced proficiency in Microsoft Excel and reporting tools.
- Good understanding of order fulfillment processes and supply chain concepts.
- Strong communication and interpersonal skills, with the ability to work effectively with regional teams.
- Ability to prioritize, manage multiple tasks, and handle competing deadlines.
- Proactive mindset with strong problem-solving skills and initiative.
- Customer-focused with the ability to manage expectations and build strong working relationships.
