• Process customer orders accurately and efficiently through SAP for both domestic and international customers.
• Maintain the accuracy and integrity of customer, order, and transaction data.
• Provide proactive communication to customers regarding order status, stock availability, backorders, delays, and product issues.
• Respond promptly to customer enquiries, quotations, returns, complaints, and other service requests.
• Manage inbound customer calls through the Five9 phone system.
• Escalate complex issues to relevant internal stakeholders and monitor progress through to resolution.
• Process customer credits and debits.
• Liaise with third-party logistics providers, warehouses, couriers, and freight forwarders to support order fulfilment.
• Manage customer EDI portals and maintain standing orders as required.
• Support Commercial and Supply Chain teams by providing information relating to customer orders, inventory levels, and delivery timelines.
• Assist with inventory control and planning activities as required.
• Identify opportunities to improve customer service processes and operational efficiency.
• Ensure compliance with all SOPs, work instructions, policies, and departmental KPIs.
• Build and maintain strong relationships with customers and internal stakeholders.
• Provide exceptional service and support to both internal and external customers.