Customer Service Coordinator

1. Order Management (60%)
• Manage the end-to-end customer order lifecycle to ensure On-Time In-Full (OTIF) delivery and accurate order processing, including quantities and pricing.
• Provide timely updates to the Sales team and customers regarding order status, delivery schedules, product availability, backorders, customer credit status, and overdue payments.
• Build and maintain effective relationships with internal stakeholders and customers to ensure seamless order fulfillment.
• Process trade promotion claims and tool-of-trade allocations accurately and within the required timeline.
• Drive continuous improvement initiatives to achieve key service KPIs, including Case Fill Rate (CFR) and order processing accuracy.
2. Customer Complaint Management (25%)
• Receive, investigate, and resolve customer complaints promptly and professionally in accordance with company policies and service standards.
• Coordinate with cross-functional teams to identify root causes and implement corrective actions to prevent recurrence.
3. Reporting & Performance Analysis (10%)
• Prepare and maintain daily Case Fill Rate (CFR) reports, analyze stock shortages and delivery failures, and identify improvement opportunities.
• Collaborate with relevant stakeholders to implement action plans that improve customer service levels and enhance CFR performance.
• Support the Sales team by preparing routine reports, including Month-to-Date (MTD) Sales, pending sales orders, and other operational reports.
4. Team Collaboration (5%)
• Share knowledge, best practices, and lessons learned to support continuous improvement within the team.
• Provide backup support and collaborate with team members to ensure smooth daily operations.