About the Role 

We are looking for a proactive and customer-focused Customer Service & Supply Chain Coordinator to join our team. 

This role is responsible for managing customer orders, coordinating supplier deliveries, ensuring product availability, and maintaining excellent customer service levels. 

The successful candidate will act as the central coordination point between customers, Account Managers, manufacturing partners, warehouses, logistics providers and internal stakeholders to ensure a seamless order-to-delivery process. 

This is an ideal role for someone who enjoys working in a dynamic environment, takes ownership of complex operational activities and thrives on solving problems while delivering strong customer experience. 

Key Responsibilities 

Customer Order Management 

• Receive, validate and process customer purchase orders accurately and in a timely manner. 

• Manage the complete order lifecycle from order entry through to delivery and invoicing. 

• Resolve order-related issues and proactively communicate status updates to customers and internal stakeholders. 

• Ensure all customer commitments are managed in line with agreed service levels and business priorities. 

• Maintain customer master data and order information in SAP. 

Supply Chain Coordination 

• Create and manage supplier purchase orders in line with customer demand and inventory requirements. 

• Validate customer orders against available stock, supplier commitments and production schedules. 

• Monitor supplier order confirmations and proactively manage delays, shortages and delivery risks. 

• Place purchase orders with third-party manufacturing partners and coordinate follow-up activities. 

• Ensure accurate planning and alignment between customer requirements and supplier capabilities. 

Inbound Logistics & Delivery Execution 

• Take full operational ownership of inbound logistics from third-party manufacturers, for example Lingyang, from shipment release through to final delivery. 

• Coordinate complex shipment flows, including warehouse deliveries, direct-to-customer deliveries, split shipments and container allocation. 

• Coordinate transportation with logistics providers to support reliable on-time delivery performance. 

• Manage urgent shipment escalations and delivery exceptions, including proactive risk communication. 

• Prepare and coordinate shipping documentation required for customer deliveries and customs clearance. 

Warehouse & Inventory Coordination 

• Manage warehouse-related activities including inbound receipt, stock allocation and outbound deliveries. 

• Coordinate pallet-level customer deliveries from warehouse locations. 

• Support inventory accuracy, stock reconciliation and operational follow-up with warehouse partners. 

• Work closely with warehouse teams to optimise inventory availability and customer service levels. 

• Support inventory planning and replenishment activities where required. 

Documentation, Compliance & Reporting 

• Ensure shipping documentation, customs documents, commercial invoices and letters of credit are accurate and complete where applicable. 

• Maintain compliance with internal policies, audit requirements and trade-related documentation standards. 

• Support monthly reporting and operational documentation requirements. 

• Ensure all SAP transactions are processed accurately and completely. 

• Use SAP, Excel and Power BI to monitor operational performance and support data-driven decision-making. 

Continuous Improvement 

• Identify process gaps and drive corrective actions to improve service levels and operational efficiency. 

• Support standardisation and improvement initiatives across customer service, logistics and supply chain processes. 

• Contribute to operational excellence activities and help reduce manual work, avoidable escalations and process deviations. 

What Success Looks Like 

• Customer orders are processed accurately and delivered on time. 

• Strong customer satisfaction and reliable stakeholder communication. 

• Effective coordination between customers, suppliers, warehouses and logistics providers. 

• Inventory availability is maintained and operational disruptions are minimised. 

• Risks, delays and supply chain issues are managed proactively. 

• SAP data, reporting and documentation are accurate and up to date. 

• Continuous improvement actions lead to more efficient and standardised processes. 

Required Qualifications & Experience 

• Experience in customer service, order management, supply chain, logistics or operations. 

• Experience in a manufacturing, distribution or international supply chain environment is highly desirable. 

• Strong SAP knowledge and experience with order processing is essential. 

• Understanding of import/export processes, international logistics and shipping documentation. 

• Strong Microsoft Office skills, particularly Excel; experience with reporting tools such as Power BI is an advantage. 

• Excellent organisational skills, attention to detail and ability to manage multiple priorities. 

• Strong communication skills and ability to work cross-functionally with internal and external stakeholders. 

• Fluent business English; additional languages are an advantage depending on market scope. 

Personal Attributes 

• Customer-focused mindset with a strong service orientation. 

• High sense of ownership, accountability and follow-through. 

• Proactive, structured and able to work independently. 

• Resilient under pressure and comfortable handling operational escalations. 

• Collaborative team player with strong stakeholder management skills. 

• Continuous improvement mindset and willingness to challenge inefficient processes.