Customer Service Senior Specialist

Order Management (50%)

• Proactively manage order entry activities to support forecast accuracy for product launches, campaigns, and promotional programs.
• Facilitate and continuously improve order management processes, including pre-order coordination, customer communication, stock availability updates, and order processing to ensure efficient product flow.
• Manage customer claims and returns by investigating cases, validating required information, coordinating product returns with relevant stakeholders, and processing associated financial adjustments.
• Oversee supply allocation activities during periods of limited inventory availability.
• Prepare and maintain inventory reporting, identify stock shortages and discontinued items, and communicate findings to relevant stakeholders for action.
• Proactively monitor and follow up on overdue quotations and pricing variances.
• Generate and distribute service-level and fulfillment performance reports for internal and external stakeholders.
• Coordinate value-added services and customer-specific requirements, including reconciliation activities and logistics-related documentation.
• Provide inventory optimization recommendations based on stock availability and customer demand data.
• Support governance and compliance of the end-to-end Order-to-Cash process.
• Maintain and manage master data across business systems and customer platforms, serving as a subject matter expert for product and customer data management.

Order Management Digitalization & Process Improvement (35%)

• Lead local initiatives for order-processing automation and digital transformation projects across business platforms and technologies.
• Act as a key business user in projects that integrate sales, planning, and operational systems with order-processing solutions, while managing impacts across related business functions.
• Collaborate with internal and external stakeholders on requirements gathering, process design, testing, implementation, and post-launch support activities.
• Drive continuous improvement initiatives to optimize order management processes, efficiency, and customer experience.

Business Analysis, Reporting & Presentations (10%)

• Provide ad hoc business analysis, reporting, and insights to support operational and commercial decision-making.
• Prepare and support management presentations and business reviews for leadership teams and key stakeholders.

Professional Development & Organizational Engagement (5%)

• Pursue continuous professional development through structured learning and career growth initiatives.
• Participate in and contribute to cross-functional and regional projects that support broader organizational objectives.
• Foster a positive team culture by demonstrating collaboration, curiosity, accountability, and a results-oriented mindset.

• Minimum 5 years of experience working in cross-functional and internationally distributed organizations.
• Strong knowledge of supply chain operations, particularly in order management, customer operations, and master data management.
• Advanced expertise in enterprise resource planning (ERP) systems, including experience serving as a key user or business process lead during system implementation and transformation projects.
• Demonstrated ability to exercise sound judgment and independently resolve complex operational issues.
• Proven ability to manage multiple priorities effectively while meeting deadlines in a fast-paced environment.
• Advanced proficiency in business productivity and reporting tools, including spreadsheet, presentation, collaboration, and business intelligence applications.
• Strong stakeholder management skills with the ability to influence decisions through data, facts, policies, and business insights.
• Experience managing projects in multilingual and multicultural matrix organizations.
• Previous people leadership or team management experience.
• Knowledge and experience in logistics, warehousing, transportation, and distribution operations.
• Ability to balance strategic thinking with hands-on execution of short-term operational priorities.