Senior Customer Service Officer

About the role

The Senior Customer Service Officer will oversee daily customer service operations, ensuring a smooth, cost‑effective flow from order placement through delivery and billing. The role focuses on handling requests, queries and complaints to achieve high customer satisfaction and perfect execution.

Key responsibilities

• Receive, verify, enter and modify domestic and export customer orders, arrange transport and process invoices.
• Handle inquiries, questions and complaints according to internal procedures and resolve them efficiently.
• Track and monitor orders, inquiries and complaints in the customer service systems, meeting service level and cost indicators.
• Provide administrative data to the master data department and prepare loading plans aligned with production and logistics.
• Inform and update the Customer Service Manager on order handling and closure.
• Identify cross‑selling and up‑selling opportunities and forward them to sales teams.
• Collaborate with the planning team to align sales and production forecasts.
• Participate in TPM Customer Value Pillar projects and propose process improvements.
• Analyse KPI results (OTIF, Cost to Serve, NPS) and drive continuous improvement actions.

Required profile

• Diploma with at least 2 years of customer service experience.
• Customs Declaring Agent (DA) certification is preferred.
• Strong ability to build authentic relationships with customers.
• Solid understanding of end‑to‑end supply‑chain processes and cost management.
• Experience in managing day‑to‑day service operations and handling RQC.

Required skills