Customer Service Senior Specialist

1 week ago


Taiwan Kimberly-Clark Full time NT$900,000 - NT$1,200,000 per year
Customer Service Senior SpecialistJob Description

[Key Responsibilities]
* Order Management

• Process and monitor customer orders in SAP systems.

• Ensure timely order confirmation, delivery scheduling, and invoicing.

• Track order status and proactively communicate updates to customers.
 

* Customer Support

• Handle daily customer inquiries regarding orders, deliveries, claims, and product availability.
 

* Provide professional and timely responses to key account, distributor, and e-commerce partners. (e.g., OOS, delist, pricing different)

• Support issue resolution (e.g., delivery delays, shortages, returns, billing errors).
 

* Service Performance Monitoring

• Monitor service KPIs (OTIF, fill rate, order accuracy).

• Assist in preparing reports and dashboards for customer service performance.

• Identify recurring issues and propose process improvements.
* Cross-functional Collaboration

• Work with logistics and supply chain teams to ensure product availability and on-time delivery.

• Coordinate with sales, finance, and trade marketing to resolve customer-related issues.

• Support promotional activities and ensure smooth execution from order to delivery.
 

* System & Process Support

• Maintain accurate customer master data in SAP systems.

• Participate in process improvement initiatives and system enhancements.

• Support training for junior specialists or new hires.

Primary LocationTaipei OfficeAdditional LocationsWorker TypeEmployeeWorker Sub-TypeRegularTime TypeFull time

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