Customer Solutions Analyst

Responsibilities:
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• Act as a regional expert in customer solutions to drive customer satisfaction, digital communication, and continuous improvement across standard supply chain activities, including APAC indent order handling, data quality, block management and sample order support.
• ​Serve as the first point of contact for customer enquiries, manage end‑to‑end order handling (sales order creation, production schedule follow‑up, logistics coordination, daily order status review, exception handling and troubleshooting) to ensure on‑time delivery and secure business opportunities.
• ​Provide timely responses to enquiries received via CRM/digital tools, use standard communication templates for general enquiries (e.g. shipment schedule, documentation) and promote self‑service through digital functionalities.
• ​Handle post‑sales activities including complaints, return orders and credit notes, coordinating with internal stakeholders to maintain a high level of customer satisfaction.
• ​Act as an order/block management specialist to investigate and resolve blocked orders within defined service levels, coordinating with adjacent functions to ensure smooth Order‑to‑Cash (OtC) processing.
• ​Support the sample team by managing the full sample order cycle, including Air/Express orders, to expedite delivery for business opportunities and creating sample and manual standard orders for non‑digital customers.
• ​Collaborate closely with internal teams (sales, customer solutions, marketing, supply chain, data management, shared service, logistics, credit, regulatory and HSE) and external partners (customers, 4PLs, logistics service providers, banks) to achieve team objectives.

Requirements:
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• Bachelor's degree in Supply Chain, Business Management, Operations Management or a related discipline (or equivalent experience).
• ​At least 3 years' experience in customer service and/or supply chain management, in an Order‑to‑Cash environment.
• ​Strong planning and prioritisation skills with the ability to meet customer service KPIs and manage multiple enquiries and orders in parallel.
• ​Proven ability to build effective partnerships and work collaboratively with internal and external stakeholders to deliver team results.
• ​Strong problem‑solving skills with the ability to understand exceptions and resolve issues effectively and independently, with high accountability for commitments and outcomes.
• ​Solid knowledge of OtC processes and ideally experience with SAP or similar ERP systems, plus good understanding of international trading and supply chain operations.
• ​Mindset to promote digitalisation, automation and standardisation in customer and supply chain processes.
• Strong language skills in Cantonese, Engish and Mandarin