Customer Service Specialist

Job OverviewWe’re seeking a dedicated Customer Service Specialist to deliver exceptional customer support and after sales services. This pivotal role bridges customer interaction, order management, and shipping execution to ensure clients receive clear, timely, and organized service from inquiry to delivery.Education/ AttributesDegree or Advanced Diploma related to Supply Chain management/Logistics or equivalent.ResponsibilitiesCustomer Support & Order EntryHandle inbound calls and emails with professionalism and courtesy.Respond promptly to inquiries on availability, lead times, and delivery dates.Input orders into the ERP system; allocate tire inventory based on confirmed delivery schedules.Coordinate with factory on order placement till delivery.Update customers at every step especially when shortages or delays arise.Produce picking lists; send them to customers for approval (as needed) and to the warehouse with detailed instructions.Collect voice of customers and feedback to the corresponding demands for improvementsShipping & Export CoordinationCompile pre-shipment documentation (packing lists, commercial invoices, etc.) according to customer customs requirements.Coordinate with logistics and factory on booking of vessels/containers and manage sailing.Secure post-shipment documents: Certificate of Origin, GSP, and related certifications.Dispatch shipment details via email and original batches via courier.Cross-Functional & System CoordinationTrack orders from entry to delivery; keep records of orders, credits, returns, and claims.Collaborate with planners on allocation and back-orders; escalate priorities as needed.Liaise with warehouse and QM teams to address claims or special handling needs.Customer Web Portal ManagementUse customer-facing portals to update order statuses and upload documentation.Proforma Invoicing & SupportIssue Proforma Invoices promptly when requested for import license processing.Promptly resolve issues and support the sales team by handling inquiries and following through on customer leads.Engagement & Team ParticipationAttend customer calls, site visits, and internal meetings.Assist with ad-hoc duties aligned with departmental and organizational needs.Experience & AttributesExperience in customer service and order fulfillment (ideally in tires/logistics/manufacturing).Strong ERP/data management skills and precise attention to detail.Ability to communicate clearly in writing and by phone in English. Proficiency in other languages will be a plus.Able to work efficiently as a teamProactive, highly organized approach with strong time management.Comfortable coordinating across multiple teams and deadlines.Experience with export documentation (CO, GSP) is a plus.If you think you’ve got what it takes and can offer what it demands, an attractive remuneration with many other benefits and world-class experience awaits you. Please visit www.yokohama-tws.com to learn more about the company and our way of working.