Customer service specialist

Lead Customer Service Agent

We are looking for a proactive and customer-oriented Lead Customer Service Agent to join our team. In this role, you will be responsible for managing the end-to-end order process, coordinating with internal teams and external partners, ensuring accurate documentation, and delivering outstanding customer service. You will also work closely with regional stakeholders and contribute to process improvements through data analysis and automation.

Key Responsibilities

Order Management

• Process customer purchase orders received via email or customer portals and enter them into the ERP system.
• Coordinate deliveries with warehouses and local transportation providers, including export shipments across Central Asia.
• Monitor inventory levels and collaborate with the Supply Chain team to ensure product availability.
• Track shipments, proactively update customers on delivery status, and resolve issues related to transportation or customs delays.

Documentation & Compliance

• Prepare accurate invoices and upload them to customer portals.
• Provide shipping documentation, including Safety Data Sheets (SDS), Certificates of Analysis (CoA), Certificates of Origin, and other required documents.
• Support customs clearance by preparing and providing the necessary import/export documentation.

Customer Support

• Resolve customer inquiries related to order discrepancies, damaged goods, and billing issues.
• Coordinate technical requests by identifying customer needs and assigning cases to the appropriate technical specialists or field engineers.
• Build and maintain strong relationships with customers while ensuring a high level of service.

Reporting & Process Improvement

• Prepare reports and analyze operational data.
• Work with ERP systems and business intelligence tools to improve reporting efficiency.
• Identify opportunities to optimize customer service processes and enhance operational performance.

Requirements

Education

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, International Relations, or a related field.

Experience

• 2–4 years of experience in Customer Service, Logistics, Supply Chain, Import/Export, or a related field is preferred.
• High-potential candidates with limited experience are also encouraged to apply.

Technical Skills

• Advanced Microsoft Excel, including:
  • Complex formulas
  • Pivot Tables & Pivot Charts
  • Power Query
  • Power Pivot
  • Data modeling and validation
  • Working with large datasets
• Experience with ERP systems, preferably 1C (SAP, Microsoft Dynamics, or Oracle ERP are also acceptable).
• Knowledge of Power BI and Power Automate is an advantage.
• Experience with master data management and reporting.

Language Skills

• English – Fluent (C1/C2) with the ability to communicate confidently with international stakeholders and work in English-language systems.
• Russian – Fluent.
• Kazakh – Fluent is an advantage.

Personal Profile

• Excellent communication and interpersonal skills.
• Proactive, energetic, and customer-focused.
• Strong multitasking and organizational abilities.
• Team player with a collaborative mindset.
• Responsible, detail-oriented, and able to work in a fast-paced environment.
• Positive attitude and a willingness to continuously improve processes.

Employment Conditions

• Employment through an outsourcing provider.
• Fixed-term employment contract covering maternity leave replacement (up to 3 years).
• Probation period: 3 months.
• Location: Astana.
• Hybrid work schedule: 3 days in the office / 2 days remote.
• Medical insurance.
• Meal allowance.
• Annual performance bonus.