Customer Service Representative

Job summary

Customer Service Representative is responsible for processing customer orders, handling inquiries and ensuring timely and accurate service delivery.

Employment Type: 1-Year Contract (with potential conversion to permanent employment, subject to satisfactory performance and business needs).

1. 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.

1. 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.

1. 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).

1. Cross-Functional Collaboration

• Liaise with logistics, warehouse, and planning teams to support order fulfillment.
• Follow up on delivery and documentation requirements.

1. Process Improvement and Systems

• Identify opportunities to improve workflows and service quality.
• Support implementation of new processes and systems.

1. Compliance and Governance

• Ensure accurate documentation and adherence to policies and regulations.

1. 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.

1. Additional Responsibilities

• Perform other duties as assigned to support business objectives.