Customer Service Analyst

Systems Limited is seeking a proactive and detail-oriented Customer Service Analyst to support order management, customer communication, and logistics coordination. The ideal candidate will have a strong supply chain background, excellent communication skills, and hands-on experience with SAP. This role requires the ability to manage customer expectations, ensure timely order fulfillment, and coordinate with internal teams to deliver a seamless customer experience.

Key Accountabilities

• Verify customer purchase orders (including contact details, pricing, and terms) and monitor the end-to-end order management process from SAP order entry to OTIF delivery
• Ensure order vs forecast (FC) checks and prioritize stock allocation to meet customer requirements
• Collaborate with system tools, supply chain, and planning teams to align orders and maintain timely communication with customers and account managers, especially during shortages
• Work closely with the logistics team and 3PL partners to ensure shipment schedules meet customer requirements, provide shipping information, and deliver instructions & documents on time
• Maintain accurate records of import-export and shipping documents for region-specific territories
• Track orders and keep customers updated with the latest product ETA according to incoterms; confirm satisfactory delivery and escalate any issues upon receipt
• Create ad-hoc credit and debit notes for customers when required
• Ensure all business processes comply with company controllership guidelines and policies

Experience Required

• 2–3 years of experience in the FMCG industry
• Previous experience in Supply Chain (Logistics/Customer Service), preferably within a multinational FMCG company
• proficiency experience using SAP; knowledge of Power BI is an advantage
• Proficiency in Excel (e.g., VLOOKUP, SUMIF, Pivot Tables
• Solid understanding of export documentation and procedure
• Strong organizational skills with a high level of attention to detail
• Excellent written and verbal communication skill
• Ability to work independently while being results-oriented
• Ability to perform well under pressure and establish credibility within the domain
• Good commercial awareness and understanding of consumer/customer behavior and business model
• Experience in improving process efficiency and proposing new ideas

Technical / Functional / Leadership Skills

• Strong account management skills, including commercial acumen, marketing, financials, negotiation, and influencing
• Ownership of customer interactions with high data integrity and attention to detail
• Prompt, effective, and accurate resolution of customer issues while building strong customer relationships
• Strong selling and negotiation skills, objection handling, and effective questioning technique
• Experience in data management, analysis, and customer service
• Familiarity with payment processing systems/services
• Reporting experience, particularly in generating reports and providing actionable insights