Senior/Customer Service Officer

Your Role

The Warehouse Senior/Customer Service Officer (CSO) acts as the primary interface between customers and warehouse operations. The role ensures accurate order processing, timely communication, and service‑level compliance while supporting smooth coordination between customers, warehouse teams, transport providers, and internal stakeholders in a contract logistics environment.

WHAT YOU WILL BE DOING

1. Customer Order Management

· Receive, validate, and process customer orders in the WMS/ERP system.

· Ensure orders comply with customer SOPs, cut-off times, and SLA requirements.

· Monitor order status and proactively highlight delays or exceptions.

2 Warehouse & Operations Coordination

· Liaise closely with warehouse teams (inbound, outbound, inventory) to ensure accurate and timely order fulfilment.

· Communicate special handling instructions, priority orders, and value-added services (VAS) requirements.

· Coordinate with transport teams on delivery scheduling, amendments, and exceptions.

3 Inventory & Documentation Control

· Support inventory-related enquiries such as stock availability, shortages, overages, and ageing reports.

Verify and maintain accuracy of operational documents including DOs, packing lists, invoices, and PODs. · Assist in inventory reconciliations and discrepancy investigations in collaboration with Inventory Officers.

4 SLA & Performance Monitoring

· Track daily order fulfilment performance against agreed SLAs and KPIs.

· Prepare and distribute daily, weekly, and monthly customer reports (orders, inventory, exceptions).

5 Compliance & Quality Assurance

6 Continuous Improvement

WHAT ARE WE LOOKING FOR

• Diploma in Logistics, Supply Chain management / Business Administration
• At least 2-3 years of relevant working experience
• Good experience in using SAP or WMS Problem solving skills
• Excellent MS office knowledge, particularly Excel spreadsheet usage