Specialist, Customer Service

As a Specialist Customer Service, you will be a subject matter expert responsible for handling the end-to-end order to cash (OTC) process for the respective line of business to ensure a high level of customer satisfaction. Your role will involve interfacing with customers, external partners, and various business functions to deliver exceptional service. Key responsibilities include: - Acting as the primary customer interface for external customers and Channel Partners to address customer queries promptly and ensure smooth order execution. - Managing imports and exports shipments in Air & Sea mode, demonstrating a good understanding of commercial terms such as incoterms. - Handling GRN transactions, clearance processes, and coordination with freight forwarders in different regions to facilitate smooth shipments. - Managing various customer orders through Customer Service work processes and systems, while analyzing Business Service Standards to meet customer requirements and support Business functional performance. - Executing end-to-end order processes in SAP, including order entry and invoice creation. - Monitoring open orders and maintaining proactive communication with the supply chain to ensure timely deliveries to customers. - Handling customer complaints and returns following Complaint Management processes and return policies, with the ability to identify the need for additional information for thorough complaint analysis. - Filing all documents related to the order to cash process in compliance with internal control guidelines such as SOX/CRIM. - Ensuring all commercial activities adhere to SOX Requirements and Basic Accounting & Taxation Guidelines. Qualifications required for this role include: - Experience using an ERP System (SAP preferred) - Proficient knowledge in MS Office and strong communication skills - Good analysis, problem-solving, and complaint handling skills,