Customer Service Senior Specialist

Customer Service Senior Specialist

Job Description

[Key Responsibilities]


* Order Management
• Process and monitor customer orders in SAP systems.
• Ensure timely order confirmation, delivery scheduling, and invoicing.
• Track order status and proactively communicate updates to customers.
 



* Customer Support
• Handle daily customer inquiries regarding orders, deliveries, claims, and product availability.
 



* Provide professional and timely responses to key account, distributor, and e-commerce partners.

(e.g., OOS, delist, pricing different)
• Support issue resolution (e.g., delivery delays, shortages, returns, billing errors).
 



* Service Performance Monitoring
• Monitor service KPIs (OTIF, fill rate, order accuracy).
• Assist in preparing reports and dashboards for customer service performance.
• Identify recurring issues and propose process improvements.


* Cross-functional Collaboration
• Work with logistics and supply chain teams to ensure product availability and on-time delivery.
• Coordinate with sales, finance, and trade marketing to resolve customer-related issues.
• Support promotional activities and ensure smooth execution from order to delivery.
 



* System & Process Support
• Maintain accurate customer master data in SAP systems.
• Participate in process improvement initiatives and system enhancements.
• Support training for junior specialists or new hires.

Primary Location

Taipei Office

Additional Locations

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time