Customer Service Specialist

General Description:
The Customer Service Specialist acts as the key coordination point between customers and warehouse operations, ensuring accurate, timely, and efficient service delivery in accordance with agreed service levels, company procedures, and operational requirements. The role ensures smooth day-to-day execution of warehouse services while maintaining high service quality, operational accuracy, and compliance standards.
Responsibilities:
Customer Coordination & Service Management:
- Act as the primary contact point for customers regarding warehouse operational matters.
- Handle customer inquiries, emails, and escalations in a timely and professional manner.
- Ensure proactive and clear communication between customers and internal warehouse teams to ensure service alignment.
Operational Coordination & Inventory Management:
- Coordinate daily inbound, outbound, and inventory activities in accordance with SOPs and operational instructions.
- Ensure inventory accuracy and support investigation, root cause analysis, and resolution of discrepancies.
- Support warehouse execution activities including receiving, dispatching, and stock movement processes.
Reporting & Data Management:
- Prepare and deliver daily, weekly, and monthly operational reports accurately and on time.
- Maintain accurate operational records and ensure data integrity within warehouse systems (e.g., WMS).
- Support operational data tracking and analysis to ensure visibility and decision-making support.
Compliance & Operational Support:
- Ensure compliance with SOPs, safety, security, and 5S standards at all times.
- Support warehouse operational initiatives and improvement activities as assigned.
- Identify operational issues proactively and escalate to line manager when required.
Continuous Improvement & Collaboration:
- Actively participate in continuous improvement initiatives and contribute ideas to enhance process efficiency, service quality, and operational performance.
- Collaborate effectively with internal departments and external stakeholders to ensure smooth end-to-end service delivery.
Additional Responsibilities:
- Perform other duties assigned by the line manager.