Customer Service Officer – CSLP Support

About the role

The Customer Service Officer – CSLP Support acts as the main liaison between the company and its customers, handling orders, inquiries and complaints to ensure a high level of satisfaction. You will work closely with account managers, supply‑chain, distribution and quality teams to resolve issues quickly and keep customers informed.

Key responsibilities

• Process online, email and direct orders, entering them into the SAP system and confirming delivery dates.
• Monitor stock levels, alert customers to out‑of‑stock items and coordinate with the supply‑chain department on shortages.
• Generate and send three daily reports to account managers covering credit issues, order status and any customer‑related problems.
• Handle service complaints related to sales, drivers, technicians and material‑handling equipment, ensuring timely resolution according to SLA terms.
• Communicate with distribution and quality teams about delivery discrepancies, finished‑goods complaints and product quality issues.
• Coordinate installation and de‑installation of assets such as fridges or draught systems per customer requests.
• Conduct “voice of customer” and maintenance surveys, analyse results and propose action plans.
• Update various dashboards (case fail rate, PepsiCo orders, complaints, performance) and provide daily order reports to the sales team.

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 with multiple internal teams.

Required skills

• Proficiency with SAP for order entry and data management.