Customer Service Specialist

Описание компании

Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industrial manufacturing. Sika has subsidiaries in 102 countries around the world and, in over 400 factories, produces innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation sector toward greater environmental compatibility. With more than 34,000 employees, the company generated sales of CHF 11.76 billion in 2024.

Sika® has been operating in Kazakhstan since 2005. In 2007, the company opened its first production facility in Almaty, where it began producing modified dry cement-based construction mixtures and liquid additives for concrete. In 2018, factories were established in Astana and Atyrau to produce additives for concrete.

Описание вакансии

As a Customer Service Specialist, you'll play an important role in managing the end-to-end customer order fulfillment process, ensuring orders are processed accurately and delivered on time. You’ll work closely with customers and internal stakeholders across Supply Planning, Demand Planning, Key Account Management, Warehouse, and Transport teams to coordinate order execution and proactively address potential risks.

This role is at the heart of day-to-day customer operations, combining order management, stakeholder coordination, reporting, and problem-solving to ensure a smooth and reliable customer experience.

What you'll do

• Receive, process, and follow up on customer orders throughout the entire order fulfillment cycle.
• Prepare and provide regular reports to Supply and Demand Planning teams to support order feasibility checks and supply availability.
• Prepare and provide relevant reporting and insights to Sales Dep to support customer management.
• Proactively identify and communicate potential risks of under-delivery, order delays, or other fulfillment issues.
• Prepare reports to support the review and control of contractual customer prices.
• Initiate requests for customer credit limit checks and follow up on the relevant process.
• Ensure timely transfer of customer orders to the Warehouse team for picking and shipment.
• Provide the Transport team with all necessary information to support timely and accurate deliveries.
• Coordinate transport and shipment planning to ensure smooth order execution.
• Manage customer requests, inquiries, and complaints in line with established procedures.
• Support the administration and processing of credit notes and customer returns.
• Maintain and update relevant customer master data in the systems.
• Prepare regular reports and perform data analysis to identify issues, trends, and opportunities for process improvement.
• Collaborate with cross-functional teams to resolve operational issues and continuously improve the customer service process.

Требования к квалификации

What you'll bring

We're looking for a customer-focused and well-organized person with strong order management and coordination skills and the ability to work effectively with different stakeholders.

You'll be successful in this role if you have:

• Strong order management, coordination, and organizational skills, with the ability to manage multiple priorities and follow tasks through to completion.
• Experience in Customer Service, Order Management, Supply Chain, Logistics, Sales Support, or a similar role is an advantage, but not a must.
• Strong communication and stakeholder management skills, with a customer-oriented mindset and a sense of ownership.
• Good analytical and problem-solving skills, attention to detail, and the ability to proactively identify and resolve issues.
• Good command of Microsoft Office, particularly Excel.
• Motivation and ability to learn new processes, systems, and tools.
• English at an intermediate level, sufficient for understanding work-related information and written communication.

We welcome candidates with transferable experience from other industries and those looking to make a career transition. Motivation to learn and develop is more important than having direct experience in every aspect of the role.

Дополнительная информация

Terms and benefits of working in the company:

• Work schedule: 5/2 (in agreement with the manager: 08:00–17:00 / 09:00–18:00);
• Annual performance bonus;
• Mobile phone and reimbursement of mobile communication expenses;
• Other benefits based on labor conract

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training.  We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.