Customer Service Officer, SEA

Objectives of the position:

The Customer Service Officer, SEA is responsible for executing end-to-end customer service and order management activities to ensure efficient and accurate order fulfillment, export shipment coordination and high customer satisfaction across the SEA region. The role supports both inter-company and third-party customer operations while ensuring compliance with trade regulations, operational procedures and customer service standards.

Core responsibilities:

1) To execute end-to-end Order-To-Cash (OTC) processes including order entry, order processing, delivery coordination, invoicing support and shipment tracking
2) To manage both inter-company orders and third-party customer orders to ensure timely and accurate fulfillment
3) To coordinate export shipments including shipping documentation, booking arrangements and delivery follow-up activities
4) To maintain proactive communication with customers regarding order status, product availability, shipment schedules and delivery updates
5) To perform regular checks on customer orders, pricing, credit blocks and compliance requirements within SAP systems
6) To ensure compliance with export control regulations, trade compliance requirements and company operational procedures
7) To coordinate closely with Supply Chain, Logistics, Warehouse, Finance and Sales teams to ensure smooth operational execution
8) To support resolution of customer complaints and raise Non-Conformance Management (NCM) cases where required, ensuring timely follow-up and closure with relevant stakeholders
9) To monitor order fulfillment performance and support continuous improvement initiatives to improve service efficiency and customer satisfaction
10) To maintain accurate master data, customer information, and operational documentation within SAP systems
11) To support preparation and verification of shipping and export documents including invoices, packing lists, bills of lading and insurance documentation
12) To act as backup support for other Customer Service team members during leave or absence periods to ensure business continuity and uninterrupted customer support operations

Job requirements and qualifications:

• Diploma or Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or related discipline


• Minimum 2–4 years of experience in Customer Service, Order Management, Logistics or Supply Chain operations


• Experience in export shipment coordination and order management within a regional environment is preferred


• Has a strong knowledge of Order-To-Cash processes, export shipment coordination and customer service operations


• Experience with SAP ERP systems (SD/MM modules preferred) and Microsoft Office applications


• Good communication and stakeholder management skills


• Ability to work effectively in a fast-paced environment with strong attention to detail and accuracy


• Good knowledge of shipping documentation, trade complianc, and export processes will be an advantage


• Strong problem-solving mindset with customer-focused approach


• Ability to manage multiple priorities and work collaboratively with cross-functional teams

Position may be based in Singapore, Thailand or Vietnam (on local terms).