Customer Facing Specialist

About the role

The Customer Facing Specialist is responsible for ensuring accurate and timely order processing while acting as the main point of contact between customers and internal teams throughout the Order‑to‑Cash cycle. This role supports day‑to‑day customer service operations, from order creation through delivery coordination, to help meet service level targets and drive customer satisfaction.

Key responsibilities

• Receive, validate and enter customer orders, confirming item codes, prices, quantities and details.
• Maintain and update customer master data, including item configuration, pricing and barcodes.
• Generate and track outbound delivery plans based on confirmed orders and stock availability.
• Serve as primary contact for order confirmation, delivery scheduling and shipment updates.
• Proactively communicate with sales, logistics and planning teams to ensure smooth order fulfillment.
• Monitor daily order fulfillment and delivery performance, escalating issues as needed.
• Record customer complaints, delivery refusals and service gaps, and forward unresolved matters to the Customer Service Lead.
• Assist in preparing basic service level and order performance reports.
• Coordinate delivery bookings, route schedules and special delivery requirements with logistics.
• Help resolve order‑related system or documentation issues and suggest process improvements.

Required profile

• Bachelor’s degree in Industrial Engineering, Business Administration, Supply Chain or a related field.
• 2‑3 years of experience in customer service, order processing or logistics support, preferably in the FMCG sector.
• Familiarity with ERP systems, preferably Microsoft Dynamics, and strong proficiency with Microsoft Office tools.
• Excellent communication, coordination and time‑management abilities.
• High attention to detail and capacity to multitask in a fast‑paced environment.

Required skills

• Microsoft Dynamics (ERP)
• Microsoft Office (Excel, Word, Outlook)
• Robotic Process Automation (RPA) for order creation