Customer Service Representative

Date listed
Jul 4, 2021

Job Description

Customer Service is the heart of the organization. Together with the Key Account Manager, they create the main pipeline between the customers and the company. His job is to provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.


  • Provide outstanding customer support by analyzing, processing, and responding to customer and sales team needs
  • Process all customer orders accurately and promptly upon receipt. Customer data must be validated at the time of order for pricing, terms, exceptions, and any special shipping requirements. Orders must be processed from entry through shipment and invoicing
  • Ensures that all customer queries (internal and external), on product quality, availability, and substitutions, inventory and order status, pricing, billing, invoices, and carrier concerns are resolved satisfactorily
  • Assist the sales team with account inquiries and problems involving product quality, carrier concerns, product availability, pricing, and billing.
  • Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information, assuring efficient billing and maintenance of all related paperwork

 Responsible for compliance with applicable corporate policies and procedures

Required Experience

  • Associates degree preferred or equivalent work experience
  • Experience in customer service team environment
  • Knowledge of ERP system (SAP Business 1 -advantage) , Microsoft Office software-Word, Excel and others
  • Ability to work cross-functionally, with customer-driven focus and sense of urgency
  • Excellent customer service skills and ability to write and express ideas clearly; plan and prioritize work
  • Familiarity with Incoterms and import/export documentation is a plus
  • People-oriented with the ability to interact effectively with customers
  • Proactive approach and abilities
  • Hands-on, highly organized; the highest level of accuracy
  • Team player
  • Able to work independently
  • Pleasant temperament combines with assertiveness

Key Qualifications

  • Full transparency of customer requirements (complete data in system)
  • Reduction in customers complaints (Service Supplier Defect Rate SSDR < 1,0%)
  • A high score in Customer/Sales satisfaction (Responsiveness)
  • On-time delivery
  • Win rate of Projects
  • High level of English – both speaking and writing