Senior Customer Service Coordinator driving operational excellence in Order - to - Cash processes for a healthcare vaccine company. Collaborating cross - functionally to enhance service quality and compliance.
About the role
- Customer Service and Logistics Specialist for global building materials manufacturer. Handling customer orders, logistics planning, and service quality assessments in Vilnius Service Center.
Responsibilities
- Receive and approve customer orders in a timely and accurate manner in accordance with established procedures.
- Politely provide customers with order-related information by phone, email, and other communication channels, ensuring accurate, high-quality, and timely information delivery.
- Consult customers on products, orders, delivery schedules, and logistics-related matters.
- Resolve customer issues and ensure mutually acceptable solutions are reached.
- Collect and analyze customer feedback and submit proposals for service quality improvements.
- Timely receive and approve sample orders and organize their delivery to customers.
- Plan and organize transportation of goods to customers, ensuring delivery deadlines, optimal routes, and cost efficiency.
- Coordinate transportation schedules with production, warehouse, freight forwarders, and carriers.
- Prepare and verify transport documentation (CMR, waybills, invoices, EX, etc.), ensuring compliance with legal requirements and company standards.
- Ensure clear communication between internal departments to guarantee timely order fulfillment.
- Organize courier shipments at the agreed and requested time.
- Register claims in Salesforce and SAP systems and ensure their accurate and timely resolution.
- Manage incidents (delays, damaged goods, incorrect deliveries) and ensure preventive actions are implemented.
- Prepare reports on customer service and transportation performance indicators, analyze data, and provide recommendations for operational improvements.
Requirements
- Higher or vocational education (preferably in management, logistics, or administration).
- At least 1 year of experience in a similar role.
- Excellent Lithuanian and very good English (B2 or higher).
- Attention to detail and accuracy.
- Strong computer skills (proficient in all Microsoft Office programs).
- Effective communication and teamwork skills.
- Analytical skills with a strong focus on results and precision.
- Excellent time management skills, ability to meet deadlines, and ensure high-quality customer service.
Benefits
- Professional team to work within an international environment and multi-cultural business, exploiting modern working methods and tools.
- Clear and honest performance and salary evaluation.
- Annual performance-based bonus plan aligned with company policies.
- Health and Accident insurance.
- Additional annual leave days (after 1 year).
- Access to the Employee Assistance Program, offering free legal and financial advice, as well as quick access to private counselling services.
- Ability to work flexible hours.
- Hybrid work possibility: at least half of working days should be performed from the office.
- Compensation to set up home office.
- Personalized development opportunities and training.
- Workation: work 1-2 months per year from any EU country.
- Parking/transportation compensation.
- Team buildings/ Summer or Winter parties / Other social and well-being events.
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