CUSTOMER SERVICE REPRESENTATIVE

Position Summary

The Customer Service Representative is responsible for processing customer orders, handling inquiries and ensuring timely and accurate service delivery while maintaining a positive customer experience.

Key Responsibilities

Order Management and Fulfillment

· Enter and process customer orders accurately in ERP systems.

· Confirm orders and provide delivery timelines.

· Track orders and ensure timely fulfillment.

Customer Experience Management

· Respond to customer inquiries via email, phone, or other channels.

· Provide updates on order status, delivery schedules, and issues.

· Resolve routine customer issues and escalate when necessary.

Service Performance and KPIs

· Ensure accuracy and timeliness in all data and customer interactions.

· Fulfill individual and contribute to team KPIs (OTIF, order accuracy, response time).

Cross-Functional Collaboration

· Liaise with logistics, warehouse, and planning teams to support order fulfillment.

· Follow up on delivery and documentation requirements.

Process Improvement and Systems

· Identify opportunities to improve workflows and service quality.

· Support implementation of new processes and systems.

Compliance and Governance

· Ensure accurate documentation and adherence to policies and regulations.

Financial and Operational Impact

· Support working capital management by ensuring timely invoicing, order accuracy, and dispute resolution.

· Collaborate with relevant stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through initiatives that improve operational efficiency.

Additional Responsibilities

· Perform other duties as assigned to support business objectives.

Qualifications & Experience

Education

• Diploma in business administration, Supply Chain Management, Logistics or related discipline.

Experience

• 1-2 years of experience in customer service, order management or supply chain operations.

• Strong problem-solving and communication skills.

• Prior experience in chemical distribution, manufacturing or B2B industrial environments is preferred.

• Fluent in English (both spoken and written) is mandatory.