Job Description

At KEENFINITY, we are a globally leading provider of innovative security and professional communication solutions. We offer more than just technology -

we secure, connect, and amplify the moments that matter in life

. With a heritage of quality and reliability, and a vision driven by innovation, we are shaping the future of communication, security, and manufacturing excellence. We exceed the expected.




We proudly stand behind

industry-leading brands such as Bosch, Electro-Voice, Dynacord, RTS and Telex

-- names that are synonymous with quality, reliability, and innovation. Whether it is ensuring security and peace of mind, delivering unparalleled audio experiences, or enabling clear and mission-critical communication,

our technologies secure spaces, amplify voices, and deliver excellence

.

Job Summary:

We are seeking a highly motivated and customer-focused Sales Customer Service Specialist to join our dynamic Asia Pacific team. This role is the critical link between our regional sales teams, distributors, and end-customers, and our internal supply chain and planning functions. You will be responsible for managing the entire order-to-cash process, ensuring a seamless and positive customer experience, and acting as the primary point of contact for all sales-related inquiries and logistics support within the APAC region.

Key Responsibilities:

1. Order Management & Customer Support:

Serve as the primary contact for customers and regional sales teams for order-related inquiries, order status, and logistics support. Process sales orders accurately and efficiently in SAP (SD module), ensuring correct pricing, delivery dates, and terms. Acknowledge orders and manage order changes or cancellations in a timely manner. Proactively communicate with customers regarding order confirmations, shipping details, and any potential delays.

2. Logistics & Delivery Coordination:

Work closely with the Supply Chain Planner to monitor stock availability and ensure on-time delivery to meet customer requirements. Coordinate with logistics providers and the warehouse to schedule shipments and track deliveries. Prepare and issue required shipping and customs documentation (e.g., Commercial Invoice, Packing List, Certificate of Origin). Support the Planner by providing timely and accurate information on customer demand and delivery issues.

3. Inventory & Returns Support:

Liaise with customers and sales teams regarding stock queries and product availability. Initiate and manage the process for commercial returns (RMA) in coordination with the Planner and quality departments. Assist in resolving shipping and receiving discrepancies.

4. Communication & Issue Resolution:

Build and maintain strong, long-lasting customer relationships by providing exceptional service. Proactively identify potential issues in the order fulfillment process and work cross-functionally (with Planning, Logistics, and Sales) to resolve them. Handle customer complaints professionally and efficiently, escalating critical issues when necessary.

5. Reporting & Continuous Improvement:

Provide regular reports on order status, backorders, and key customer issues to management. Collaborate with the Planner to align on forecast changes based on customer feedback and market intelligence. Contribute to process improvements to enhance the overall customer experience and operational efficiency.

Requirements and Qualifications

Minimum of 2-3 years of experience in a customer service, inside sales, or order management role, preferably within an international logistics or supply chain environment. Minimum Diploma of Supply Chain/ Logistics / Business Admin

Essential:

Proficiency in SAP R3, specifically the

Sales & Distribution (SD) module

. Experience with MM module is a plus. Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders across different cultures.

Fluency in English (both written and verbal) is mandatory.

Additional language skills relevant to the APAC region are a significant advantage (e.g. Mandarin, Japanese, Korean, Thai). Strong problem-solving skills and a proactive, customer-centric mindset. Ability to work effectively in a team-oriented environment, especially in close coordination with planning and logistics colleagues. * Good organizational skills and the ability to manage multiple priorities in a fast-paced setting.