Customer Service Senior Officer

About the role

The Customer Service Senior Officer will act as the primary liaison between internal and external customers, ensuring service level agreements are met and claims are resolved efficiently. This role sits at the intersection of customer service, supply chain, and logistics, supporting NAPCO’s operational objectives.

Key responsibilities

• Interpret and apply NFP business policies and procedures to support customer service activities.
• Communicate clearly and concisely, both verbally and in writing, with internal teams and external partners.
• Monitor, collect, and analyse raw data from multiple sources to produce reports that aid decision‑making.
• Plan and organise work to meet short‑ and long‑term objectives, ensuring efficient project execution.
• Utilise standard office automation tools and equipment effectively.
• Convert company strategy into operational needs, including material sourcing, capacity planning, and logistics coordination.
• Apply inventory principles, replenishment techniques, and stock rotation across multiple warehouses.
• Develop and execute negotiation strategies that protect company and supplier interests.
• Optimise inbound and outbound logistics to maximise efficiency and control freight costs.
• Manage warehouse activities, conduct accurate stock counts, and maintain inventory record accuracy.
• Execute service level agreements, resolve customer claims, and monitor performance metrics.
• Apply global best practices in supply‑chain security, customs regulations, Incoterms, and international shipping.
• Understand NAPCO’s manufacturing processes, machine capabilities, and tooling requirements.

Required profile

• Intermediate proficiency in business acumen, communication, data analysis, language use, planning, and technological ability.
• Basic knowledge of business planning, inventory management, negotiation, logistics optimisation, warehouse management, supply‑chain regulations, and manufacturing processes.

Required skills

• Standard office automation systems and software.
• Inventory management principles and replenishment techniques.
• Logistics optimisation and fleet management.
• Warehouse operations, stock counting, and 5S implementation.

What we offer

• Opportunity to work within a dynamic supply‑chain environment.
• Professional development and exposure to international logistics standards.