Customer Service Specialist

Job description:

Job Title: Customer Service Specialist
Department: Customer Service / Supply Chain
Location: Karachi Head Office
Type: Full-Time

Role Overview:

Independent management of customer service operations across multiple markets, focusing on process optimization and cross-functional collaboration to increase efficiency and reduce service costs.

Customer Service Specialist works with clients and their applicants to facilitate accuracy and timely resolution to their requests. Individuals in this role respond to inquiries via phone or e-mail.

Key Contacts:

• Internal: Planning, Sales, Finance, Logistics.
• External: Customers, third-party logistics providers (3PL).

Key Responsibilities:

• Manage customer accounts across multiple countries and markets, supporting cross-market activities when needed.
• Process customer sales orders and monitor their progress throughout the lifecycle.
• Communicate proactively with customers regarding order status, delays, and operational updates.
• Coordinate with Credit Control to resolve credit issues and ensure smooth order fulfilment.
• Resolve issues related to backorders, shipping delays, or billing discrepancies.
• Monitor and resolve failed iDocs and master data issues in collaboration with relevant stakeholders.
• Coordinating deliveries with logistics service providers (3PL).
• Allocate products in line with customer segmentation in the event of shortages.
• Forward cases to appropriate stakeholders according to the table of authority.
• Collaborate with cross-functional teams (Planning, Sales, Logistics, Finance) to ensure customer and business needs are met.
• Inform the Planning team about availability or supply issues as required.
• Generate reports on order status, cancellations, and delays.
• Create export documentation in compliance with requirements.
• Facilitate and monitor warehouse shipment processing, ensuring timely dispatch and delivery.
• Resolving issues such as backorders, shipping delays, or billing discrepancies.
• Generating basic reports on order status, cancellations, or delays.
• Define and execute transactions to update reason codes based on Planning input.
• Handle customer claims and resolve complex logistics or billing issues.
• Support process changes related to order flow (e.g., opening new customer locations).
• Collaborating with planning and sales teams to analyze customer behavior.
• Continuously monitor On Time, In Full (OTIF) delivery performance.
• Report and analyze key performance indicators (KPIs).
• Managing changes in order flow processes (e.g., opening new locations).
• Supporting the team by sharing knowledge and best practices.
• Participate in projects to improve delivery quality, service level, and cost efficiency.
• Support internal controls, audits, and compliance meetings.

Qualifications, Skills and Experience :

• Bachelor’s degree and 2–4 years of experience in Supply Chain, Order Management and Claims and/or Customer Collaboration.
• Fluency in English (B2/C1) and an additional language relevant to the supported market.
• Very good verbal and written communication skills.
• Collaborative mindset and interpersonal skills to build positive relationships with internal and external stakeholders.
• Ability to provide end-to-end service.
• Service oriented attitude.
• Good analytical and organizational skills.
• Experience with SAP, ticketing systems, Excel and KPI management.
• Action orientated to deliver results under time pressure.
• Time management skills.
• Can-do attitude.