CUSTOMER SERVICE SPECIALIST I

Job Overview

Customer Service Representative (CSR) is crucial as they serve as the primary point of contact for both customers and the company. They will be leading the order-to-cash process, ensuring seamless communication and efficient handling of customer inquiries, orders, and issues. Their responsibilities include managing customer interactions, processing orders, addressing concerns, and coordinating with internal teams to ensure timely and accurate delivery of products and services. This role is vital in maintaining customer satisfaction and fostering strong, long-term relationships.

Job Requirements

• Deliver extraordinary customer experience by providing customers with world-class service and strong issue ownership.
• Respond promptly to customer inquiries via phone or email.
• Provide detailed information about products, services, and order status.
• Resolve customer complaints and issues efficiently and professionally.
• Process customer orders accurately and efficiently.
• Track order progress and ensure timely delivery.
• Coordinate with planning, logistics, sales, product management, quality, and manufacturing teams to fulfill customer requirements.
• Serve as the primary point of contact between customers and the manufacturing team.
• Communicate any changes in order status, delays, or issues to customers promptly.
• Prepare and deliver order confirmations, shipping notifications, and other relevant information.
• Maintain accurate and up-to-date customer records and order documentation.
• Generate regular reports on order status, customer interactions, and other relevant metrics.
• Identify trends and provide insights to improve customer service processes.
• Identify and troubleshoot issues related to orders, deliveries, customer requests, and product quality topics.

Skills

• Bachelor’s degree in Business, Supply Chain, Commerce, or a related field; equivalent professional experience may be considered.
• Minimum 3-5 years of experience in customer service, customer care, call center, inside sales support, or customer-facing order management, preferably in an international B2B or manufacturing environment.
• Order management / order-to-cash experience is required, including customer inquiries, order entry or order follow-up, backlog tracking, delivery status updates, complaints, and escalations. Supply chain experience is preferred.
• Experience working directly with external customers via phone, email, and customer portals is strongly preferred.

Competencies