Head of Customer Service managing Order - to - Cash processes including overseeing 7 FTEs and compliance with US regulations in the chemical industry.
About the role
- Customer Service Officer managing day-to-day queries and order processing for a global leader in thread manufacturing. Aiming for high-quality service and customer satisfaction in Sri Lanka.
Responsibilities
- Oversee the end-to-end order fulfillment process via SAP and e-commerce platforms, ensuring 100% data accuracy and fast turnaround
- Serve as the primary point of contact across digital and voice channels, providing professional technical support and query resolution
- Proactively monitor potential order failures and coordinate immediate solutions to maintain high customer satisfaction
- Work closely with Production, Planning, and Logistics teams to streamline the flow of goods to the customer
- Drive the adoption of digital ordering tools and provide feedback for system enhancements
- Manage customer complaints and service records through Salesforce (SFDC) to ensure continuous service improvement.
Requirements
- Minimum of 3 passes at GCE Advanced Level
- Enrollment or partial qualification in CIM, SLIM, or a related professional marketing/business body preferred
- Experience in a fast-paced Customer Service or Supply Chain environment is an advantage
- Strong command of MS Excel for data management; experience with ERP systems (like SAP) or CRM tools (like Salesforce) is a plus
- Ability to understand and communicate basic technical product specifications to customers.
- Excellent verbal and written communication skills to handle multi-channel customer inquiries professionally.
Benefits
- Comprehensive health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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