Customer Service Officer

Job Purpose: We are seeking a dedicated and detail-oriented Customer Supply Officer to manage the customer order process and ensure efficient and accurate customer service operations. This position acts as the first point of contact for customers regarding order management and is responsible for coordinating with internal teams, third-party providers, and customers to ensure timely order fulfillment. You will play a key role in managing customer relationships, handling enquiries and complaints, and supporting the supply chain team with administrative tasks.

Key Responsibilities:

• Manage the end-to-end customer order process, ensuring accurate recording, processing, and delivery of all customer orders.

• Verify stock availability, issue order confirmations, and provide shipping documents to customers.

• Coordinate with warehouse providers for the delivery of goods, ensuring necessary documentation such as Certificates of Analysis are prepared as per customer requirements.

• Organize bulk deliveries, book transport, and obtain weighbridge dockets when required.

• Dispatch and invoice customer orders, issuing credit and debit notes with appropriate approvals.

• Monitor undelivered orders and proactively inform the customer, sales, and supply teams of any delays.

• Maintain accurate and up-to-date customer records in the company database.

• Record and address customer complaints, delivery incidents, and other issues in consultation with the sales team.

• Administer purchase orders for nominated warehouses, ensuring timely processing and accurate data entry into the ERP system (E1).

• Perform general office management duties, including ordering stationery and distributing reports such as DIFOT, Sales/Volume Report, and Monthly Pricing Report.

Main Working Relationships:

• Internal: Supply team, Sales team, Finance team

• External: Customers, Local transport companies, Service providers (external warehouses)

Qualifications and Experience:

• 3-5 years of experience in a customer service role.

• Proficiency in Microsoft Office.

Skills and Attributes:

• Strong communication and problem-solving abilities.

• Team-oriented with the ability to work collaboratively.

• Ability to develop and maintain strong relationships with both customers and internal teams.

• Self-motivated with a high degree of accuracy and attention to detail.

• Excellent time management skills and ability to handle a diverse workload.

• Strong interpersonal skills and a "can-do" attitude.