Customer facing Specialist

The Customer Facing Specialist ensures accurate and timely order processing, proactive communication, and coordination between customers and internal departments throughout the Order to Cash process. The role supports the execution of day-to-day customer service operations, including order creation through the RPA, order validation, order fulfillment, delivery coordination, and issue resolution, to help achieve customer satisfaction and company service level targets.

• Receive, validate, and process customer orders accurately in the system, ensuring correct item codes, prices, quantities and customers order details.
• Support in maintaining and updating customer master data (item configuration, price, barcode, etc.) to ensure alignment between customer and internal systems.
• Generate and track outbound deliveries Plan (OBDs) based on confirmed customer orders and stock availability.
• Act as the primary contact for customers regarding order confirmation, delivery scheduling, and shipment updates.
• Communicate proactively with customers and internal teams (Sales, Logistics, and Planning) to ensure smooth order fulfillment.
• Follow up on pending orders, delays, or discrepancies to ensure timely resolution.
  
  Track daily order fulfillment and delivery performance, ensuring adherence to agreed timelines.
• Record customer complaints, delivery refusals, and service gaps, and escalate unresolved issues to the Customer Service Lead.
• Support in preparing basic service level and order performance reports.
• Coordinate with logistics for delivery bookings, route schedules, and special customer delivery requirements.
• Assist in resolving order-related system or documentation issues.
• Contribute to continuous improvement by identifying processes or communication bottlenecks.

Bachelor's degree in Industrial Engineering, Business Administration, Supply Chain, or a related field.

2-3 years of experience in customer service, order processing, or logistics support, preferably within the FMCG industry.

Familiarity with ERP systems ( Preferably Microsoft Dynamics ) and Microsoft Office tools.

Strong communication, coordination, and time management skills.

High attention to detail and ability to multitask in a fast-paced environment.