Senior Customer Service Officer

s 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.

Job Segment: Logistics, Supply Chain, Fulfillment, Business Process, Operations, Customer Service, Management