Customer Service Representative

Responsibilities

• Act as the primary contact for customers, ensuring strong relationships and responsive support.
• Cross-functional Communication: Coordinate between customers, sales, invoicing, plant operations, and logistics to ensure smooth information flow.
• Handle inquiries and complaints promptly, identify recurring issues, and support continuous service improvement.
• Gather and share customer feedback to enhance service and satisfaction.
• Help maintain SOPs, KPIs, and assist in training and supporting other team members.
• Coordinate communication between customers and internal teams (sales, invoicing, operations, logistics).
• Address inquiries and complaints efficiently, escalating recurring issues for long-term resolution.
• Gather and relay customer feedback to improve service quality and customer experience.
• Support maintenance of SOPs, KPIs, and assist in onboarding or guiding other team members as needed.
• Communicate customer and order trends to support accurate volume forecasting and business planning.
• Contribute to S&OP meetings, offering insights to improve demand and supply alignment.
• Support contingency planning by identifying supply alternatives during outages or plant disruptions.
• Aid the commercial team as needed.
• Coordinate customer-specific projects.
• Maintain accurate customer master data.

Qualifications

• Education: Associate degree or diploma in Business, Logistics, or related field.
• Professional Experience: 3-5 years in Customer Service, Sales Support, Logistics Coordination, or similar roles preferred.
• Technical Requirements: Experience with ERP systems (JD Edwards, SAP, etc.) and TMS platforms preferred. Familiarity with Salesforce or other CRM tools is a plus. Exposure to business intelligence tools like Cognos is advantageous.