Main Responsibilities & Tasks:

•Act as the primary point of contact for customer inquiries, providing timely and professional responses.

•Resolve customer issues and complaints efficiently, including conducting face-to-face meetings with customers when necessary, while maintaining a positive customer experience.

•Ensure accurate order entry, pricing, and documentation in SAP B1 system.

•Conduct regular reviews with the Sales team to track delivery commitments for all open orders

•Track and communicate order status updates, delays, and changes proactively to customers.

•Support returns, credits, and invoicing inquiries in coordination with Finance and Operations

•Serves as a key point of contact for internal and external stakeholders, ensuring effective communication and timely resolution of issues while adhering to company business practices.

•Contribute to continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications & Skills:

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Minimum of 3 years of relevant experience, preferably in supply chain, operations, or customer service roles.

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Strong team player with the ability to work independently with minimal supervision and make sound decisions in accordance with Sartorius policies and order management practices.

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Proven ability to manage multiple priorities, organize tasks effectively, and meet deadlines in a fast-paced environment

Creative and critical thinking skills, with high adaptability to change and the ability to propose effective solutions when challenges arise

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Meticulous and detail-oriented, with a strong focus on accuracy and quality

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Excellent written and verbal communication skills in English

Business-level proficiency in Vietnamese (written and spoken) is an advantage

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Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint

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Working knowledge of SAP systems (B1 and/or S/4HANA) as well as SFDC is a plus

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Experience in international trade, shipping operations and planning will be advantageous