CUSTOMER SERVICE SPECIALIST

MAIN PURPOSE

• Act as the key contact between customers and internal teams to manage customer orders, delivery schedules, forecasts, and shipment execution.
• Ensure excellent customer service and on-time delivery performance while coordinating closely with Planning, Production, Logistics, Warehouse, and Finance teams.

RESPONSIBILITIES

• Manage customer orders from order entry to delivery in SAP/ERP.
• Be the main point of contact for assigned customers.
• Coordinate customer forecasts, order changes, delivery schedules, and urgent requests.
• Work closely with Planning, Production, Warehouse, Logistics, and Quality teams to ensure on-time shipment.
• Monitor customer demand, production status, inventory levels, backlog, and delivery risks.
• Handle delivery issues, customer complaints, returns, and escalation cases.
• Prepare, maintain, and analyze reports related to orders, backlog, forecast, inventory, delivery performance, and customer demand trends.
• Utilize Excel and ERP data to identify supply chain risks, demand fluctuations, inventory gaps, and opportunities for process improvement.
• Provide data-driven recommendations to improve customer service performance, forecast alignment, inventory health, and on-time delivery.
• Drive continuous improvement initiatives to improve customer satisfaction and operational efficiency.
• Track accounts receivable and support timely payment collection.

• Bachelor degree or higher.
• Minimum 5 years of experience in Customer Service, Order Management, Supply Chain, or Logistics Coordination.
• Manufacturing company experience is required.
• Strong understanding of order fulfillment, demand forecasting, inventory management, customer communication, and supply chain processes.
• Hands-on experience with SAP or other ERP systems.
• Familiarity with EDI and customer portal systems is preferred.
• Strong Microsoft Excel skills, data analysis, reporting, and KPI tracking.
• Strong analytical skills with the ability to interpret data, identify trends, and provide actionable recommendations.
• Strong coordination, problem-solving, and stakeholder management skills.
• Good English communication skills (written and verbal).
• Ability to work independently and manage customer priorities in a fast-paced environment.
• Knowledge of IMS requirements, including IATF 16949, ISO 14001, ISO 45001, ISO 27001, and TISAX, is an advantage.

* WHAT WE OFFER:

• Health care insurance (after probation)
• Long year services award
• Public holidays and company day bonus
• Year end bonus
• Team dinner
• Provided with on-the-job training, technical skills development, and company-specific industry courses.

* OTHER INFORMATION:

• Off all Saturdays, leave office at 4 pm on Friday.
• Free Shuttle bus from Ho Chi Minh / Bien Hoa / Ba Ria.