Customer Service

Description

Job Summary: Customer Service Representative providing comprehensive support and personalized assistance to meet customer needs in financial, logistical, and administrative processes. Key Highlights: 1. Create a personalized and exceptional customer experience. 2. Resolve daily operational issues and ensure customer satisfaction. 3. Provide administrative support and manage relationships with internal customers. Job Title: Customer Service Representative Department: Customer Service Reports To: Customer Service Coordinator Functional Objectives / KPIs: 1\. Provide customers with the necessary support and service to meet their needs. 2\. Create a personalized and exceptional customer experience. Responsibilities include: completing the OTC process by delivering a high level of customer attention and responsiveness via phone, email, and video meetings to address both general and specific operational requirements. Role 1: Financial Processes * Monitor customer payments * Enter invoices into customer portals for payment processing * Collect payment evidence and communicate it to the finance team for depositing payments into the account * Request credit notes in case of discrepancies and communicate them to the customer * Request account statements for payment processing Role 2: Logistical Processes * Maintain contact with the MRP Controller to manage material delivery to customers * Obtain freight quotations from carriers for material delivery and collect delivery evidence * Process, monitor, and resolve daily operational issues—such as delayed orders, shipping and billing discrepancies, return requests, and complaints—accurately and promptly. * Track deliveries and material receipt at the warehouse Role 3: Customer Satisfaction * Conduct ongoing follow-ups with customers regarding satisfaction and service levels. * Develop corrective and preventive action plans in collaboration with the Customer Service Coordinator. * Support existing customers with pricing, quotations, delivery timelines, order status, change reports, open orders, and expediting to ensure customer satisfaction. * Relay customer feedback to the coordination team to develop improved service processes. * Request payment evidence and send it to the finance team for depositing payments into the account. * Request credit notes in case of discrepancies and send them to the customer. Role 4: Administrative Processes * Provide administrative, general services, and procurement and vendor management support to the Customer Service Coordination team. * Provide support and service to internal customers (Finance, Logistics, Sales, Quality) to resolve issues and prevent delays in internal process execution. * The functions listed above are illustrative, not exhaustive. Education and Professional Knowledge: * Bachelor’s degree in Business Administration, International Trade, International Business, or a related degree in economics or administration Required Organizational, Technical, and Individual Competencies: * Intermediate English * 3–5 years of experience in customer service and account management, as well as in supply chain processes * Microsoft Office (Intermediate Excel, database fundamentals) * Excellent oral and written communication skills * Familiarity with MRP and CRM systems * Customer orientation * Analytical ability and capacity to prioritize tasks * Self-control in conflict management (Emotional Intelligence) * Ethics, empathy, and teamwork * Corporate environmental and social responsibility * High multitasking capability and stress management * Leadership and self-management * Decision-making skills for optimal problem resolution. Previous experience in the following areas would be advantageous: * SAP knowledge * CRM Dynamics 365 knowledge