The Customer Service Representative (CSR) provides frontline support in the end-to-end Order-to-Cash (OTC) cycle by managing customer inquiries, processing orders, resolving delivery-related issues, and ensuring proactive communication on order status.
The role ensures smooth daily operations by connecting external customers with internal teams, delivering accurate and timely service, and supporting issue resolution in line with service standards.
What You'll Do
- You will receive and process customer orders accurately.
- You will provide updates on product availability, delivery schedules, and shipment status.
- You will guide customers through ordering channels (Customer Service and e-Ordering platforms).
- You will address customer inquiries and requests at the first point of contact.
- You will log, track, and follow up on unresolved issues in accordance with defined service standards.
- You will enter and resolve claims in the Quality Management (QM) module.
- You will understand and assist with basic logistics, billing, and pricing issues.
- You will support sales by offering product alternatives during order-related issues.
- You will execute actions aligned with sales and business growth plans.
What We're Looking For
- You have a bachelor's degree in Business Administration, Supply Chain, Logistics, or a related fieldor equivalent practical experience.
- You have 13 years of experience in customer service, order management, or a supply chain/logistics role.
- You are proficient in both spoken and written Thai language.
- You have hands-on exposure to ERP systems (e.g., SAP) or CRM/ticketing tools (preferred).
- You demonstrate excellent verbal and written communication skills to interact effectively with customers, suppliers, and internal teams.
- You have a strong customer service mindset and the ability to resolve basic inquiries efficiently.
- You are detail-oriented, ensuring accuracy in processing orders, billing, and delivery updates.
- You can collaborate effectively with logistics, finance, and sales teams.
- You are proficient in MS Office, with basic ERP knowledge being an advantage.
