Customer Service Specialist （6 month）

POSITION OVERVIEW

The Customer Service Specialist will report directly to the Site Customer Service Supervisor and will be responsible for managing customer orders and related activities, supporting the organization's goal of delivering exceptional customer service and satisfaction.

PRIMARY DUTIES

1. Order Management:
   • Receive and process customer orders (local and export) accurately and in a timely manner.
   • Ensure that all orders are entered correctly into the system, coordinating with the production and shipping teams to ensure on-time delivery.
   • Track the progress of orders from initiation to completion, providing updates to customers as needed.
   • Ensure proper documentation is maintained for both local and export orders, including shipping details, invoices, and customs paperwork for export orders.
2. Customer Support & Communication:
   • Serve as the primary point of contact for customers regarding order status, product inquiries, and after-sales support.
   • Address and resolve any customer issues or complaints promptly, escalating issues when necessary to management.
   • Collaborate with sales, production, and logistics teams to ensure smooth order processing and delivery.
3. Export Documentation & Compliance:
   • Work with logistics partners to arrange shipment and ensure all export documentation is completed accurately.
   • Coordinate with the logistics team to ensure that export orders meet all international shipping regulations, including export documentation, customs requirements, and compliance with trade laws.
4. Order Fulfillment & Shipping:
   • Coordinate with shipping and logistics teams to ensure timely and accurate dispatch of goods.
   • Track shipments and provide regular updates to customers regarding delivery schedules and potential delays.
5. Support in achieving Customer Service KPI such as Shipment in Full and On-time (SIFOT), Day In Day Out (DIDO), and Service Level Agreement (SLA)

Requirements

• Degree or Advance Diploma in Business Administration, Supply Chain Management, or related field (preferred).
• Minimum 4 years’ experience in customer service, order management, or a similar role within a manufacturing environment. Experience in export management is a plus.

Skills:

• Excellent communication and interpersonal skills.
• Strong organizational and time-management abilities.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP or order management systems (preferred).
• Knowledge of export regulations and documentation (preferred).
• Attention to detail and problem-solving skills.
• Ability to manage multiple tasks simultaneously and prioritize effectively.