Customer Service Senior Officer

About the role

The Customer Service Senior Officer will oversee the delivery of high‑quality service to internal and external customers, ensuring compliance with service level agreements and efficient handling of claims. This role bridges customer relations with supply‑chain operations to support business objectives.

Key responsibilities

• Manage customer relationships by executing SLAs, resolving claims, and monitoring performance metrics.
• Apply inventory management principles such as replenishment techniques, stock rotation, and accurate inventory record keeping.
• Optimize logistics processes to maximize inbound and outbound efficiency while reducing freight costs.
• Control warehouse activities, conduct accurate stock counts, and oversee space planning and 5S implementation.

Required profile

• Business acumen to understand the NFP environment and apply internal policies and procedures.
• Strong communication skills to convey information clearly in both verbal and written business contexts.
• Data analysis and reporting ability to monitor raw data, interpret results, and create decision‑support reports.
• Planning and organizing capability to structure work and projects to meet short‑ and long‑term objectives.