Customer Service Officer – CS&L Support

About the role

The Customer Service Officer – CS&L Support acts as the primary liaison between the company and its customers, handling orders, inquiries, and complaints to ensure high satisfaction. The role involves processing orders through various channels, monitoring product availability, and coordinating with internal teams such as account management, supply chain, and quality.

Key responsibilities

• Receive and process orders via online platforms, email, or account managers, entering them into the SAP system.
• Communicate stock status, delivery dates, and any credit issues to customers and account managers.
• Generate and send three daily reports to account managers covering customer issues, credit, and order status.
• Manage service complaints related to sales, drivers, technicians, and product quality, escalating to the appropriate departments.
• Coordinate with supply chain and distribution managers on shortages, delivery inaccuracies, and equipment problems.
• Conduct “voice of customer” and maintenance surveys, compile results, and propose action plans.
• Maintain and update various dashboards (case fail rate, PepsiCo orders, complaints, performance) and daily order reports for the sales team.
• Oversee installation and de‑installation of assets such as fridges or draught equipment per customer requests.

Required profile

• Bachelor’s degree in Business Administration or a related field (preferred).
• 0–2 years of experience in a call‑center or customer‑service environment.
• Strong communication skills and ability to work cross‑functionally.

Required skills

• Proficiency with SAP for order entry and data management.