Job Description
The Customer Service & Supply Chain Support Specialist is responsible for ensuring the accurate and efficient processing of customer orders, while serving as a key liaison between sales, procurement, and logistics teams. The role supports operational efficiency by maintaining high data accuracy, proactive communication, and strict adherence to Standard Operating Procedures (SOPs). This position directly contributes to enhanced customer satisfaction and internal collaboration across departments.
Job Title
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Customer Service & Supply Chain Support Specialist
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Proven experience in a similar role, ideally in supply chain, logistics, and customer service.
- Intermediate knowledge of supply chain processes, including order processing, procurement, and supplier management.
- Strong analytical skills with a basic understanding of accounting principles.
- Ability to multitask, prioritize effectively, and work under pressure to meet deadlines.
- Intermediate level in Microsoft Office, particularly Excel, for data management and reporting.
- Familiarity with ERP systems (such as SAP, Microsoft Dynamics, or similar) and CRM systems (e.g., HubSpot).
- Strong attention to detail and ability to problem solve customer issues.
- Excellent interpersonal and communication skills and the ability to understand and empathise with customer concerns, building rapport and trust.
- Ability to collaborate with other departments and foster a positive team environment.
- Unwavering customer centric approach to achieving results and performance.
- Behave in a manner that’s in the best interest of the company and actively live the values of the business.
Job Responsibilities
- Customer Service & Order Processing: Enter and review sales orders and quotes in the ERP system based on requests received via email, ensuring 100% accuracy and alignment with SOPs. Follow up on quotes and back orders with clear, complete communication documented in the ERP. Perform daily audits of consignment and uninvoiced orders by cross-checking ERP and WMS data to maintain 99% accuracy, and promptly report and correct discrepancies. Email daily test certificates in accordance with SOPs, and handle customer inquiries such as invoice copies and certificates, ensuring all requests are logged and resolved within one business day.
- Supply Chain & Procurement Support: Generate and track purchase orders, monitor due dates, and update order progress in the Access database and ERP system in line with SOPs. Maintain accurate supplier pricing records to ensure consistency in cost and selling price alignment. Liaise with freight forwarders and suppliers to coordinate airfreight and shipping, ensuring cost-effectiveness and timely delivery. Track rates and provide updates to stakeholders as needed. Ensure timely collection and accurate uploading of supplier paperwork and certifications to SharePoint within 48 hours. Support purchasing team with ad hoc requests, prioritizing based on urgency. Request and follow up on ad hoc supplier quotes from the sales team on the same day received, and return consolidated responses within 12 hours.
- Sales & Representative Support: Perform accurate data entry into the HubSpot CRM system on behalf of the sales team according to SOPs. Compile and distribute customer sales reports using data from CRM and ERP systems, ensuring delivery within one business day as required.
- Other: Remain abreast of individual professional and technical knowledge by attending workshops and other educational trainings, participating in professional societies and industry networks, and reading professional and industry publications.
- Health and Safety: Take reasonable care for personal health and safety and avoid actions that may affect the safety of others. Abide by all relevant company policies, SOPs, and statutory obligations. Follow established safe work procedures, report all injuries, illnesses, and near-miss incidents immediately to a Manager or H&S Representative. Report potential hazards and correct unsafe conditions when appropriate and safe. Ensure the safety of customers and stock by implementing practical safety measures.
Good luck and God Bless!