Customer Service Representative

Responsibilities

• Responsible for the proposal handling and order execution process on cases from inquiry to OAK Day.
• Directly aligns and coordinates with relevant stakeholders on ongoing cases, deliveries, claims, and payments, ensuring all stakeholders are kept informed.
• Maintains governance on agreed contracts and terms and conditions, including Rules of Engagement.
• Delivers detailed, customer-focused communications such as inquiries, proposal versioning, and term updates.
• Fulfills follow-up and coordination with internal stakeholders to ensure all promised deliverables are met (including Trade Finance, Supply Chain, Engineering).
• Prioritizes and books the PO as soon as possible with reference to customer deadlines and our internal guidelines.
• Ensures on-time and good communications to keep customers informed of order status and deliveries, based on information from Supply Chain (manufacturing, deliveries).
• Supports Outside Sales with sales and pricing history by mastering our BI tools (Business intelligence) and CRM activities.
• Supports the use of the current case operating and tracking systems ensuring high data quality.
• Handles and resolves customer claims and complaints, minimizing potential negative impacts towards our customer while keeping our direct costs at a minimum.
• Follows up on overdue payments and collaborates with Genpact, including balancing payment terms and taking tough and duly decisions if necessary.

Requirements

• Experience with Power BI, CRM tools, and ERP systems preferred.
• Strong Microsoft Office skills, especially Excel and Outlook.
• Good communication and stakeholder coordination skills.
• A customer-focused mindset with attention to detail.
• Strong organizational and time-management skills.
• Ability to work independently and take ownership of tasks.
• A problem-solving mindset and ability to handle customer issues professionally.
• Experience working with cross-functional teams is an advantage.

Qualifications

Fuller Technologies is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and welcome you to apply regardless of your sex, gender identity/expression, disability, sexual orientation, or age. We are dedicated to driving growth while minimizing environmental impact through collaboration and innovation.

Benefits

As an employee at Fuller Technologies, you will benefit from a comprehensive benefits package that includes:

• Competitive compensation and benefits package
• Inclusive and supportive work environment
• Opportunities for professional development and growth
• Flexible work arrangements to support work-life balance
• Environmental sustainability initiatives and practices

Pay

Compensation for this position is competitive and commensurate with experience.

Schedule

The schedule for this role is flexible to accommodate the needs of the customer service representative and the company's operations.