Customer Service Analyst - Order Fulfilment

About the role

The Customer Service Analyst drives end-to-end order fulfilment excellence by capturing, processing and delivering customer orders On Time In Full (OTIF). The role partners with Warehouse, Planning, Sales, Finance, Logistics and IT to ensure SAP transaction accuracy, policy compliance and continuous improvement across the order management cycle.

Key responsibilities

• Ensure all customer orders are captured, processed and delivered OTIF to meet service level requirements.
• Partner with internal stakeholders such as Warehouse, Planning, Sales, Finance, Logistics and IT to support accurate and timely order fulfilment.
• Process and validate SAP transactions for internal and external customer ordering and fulfilment.
• Maintain, update and reconcile records for Staff Sales, Free-of-Charge (FOC) and Return Material (RMA) in line with company policies.
• Collaborate with internal and external teams to improve the order processing workflow.
• Monitor order accuracy, stock availability and system discrepancies to keep fulfilment running smoothly.
• Adhere strictly to FSQ policies, internal controls and compliance standards, and contribute to process improvement initiatives.

Required profile

• Diploma in Supply Chain or Business Management from a recognised institution.
• At least 2 years' experience in a commercial or supply chain-related role.
• Strong analytical and problem-solving skills, excellent communication and the ability to work under pressure.
• Attention to detail, proactivity, multitasking and collaboration in a fast-paced environment.

Required skills

• Computer literacy, including email and MS Office, with advanced MS Excel.
• Hands-on SAP Sales & Distribution (SD) and Material Management (MM) modules.