Customer Service Representative

About the role

The role involves managing orders, resolving inquiries, and maintaining strong relationships with customers. You will play a critical role in upholding service level agreements (SLAs) and achieving key performance indicators (KPIs) that support customer satisfaction and operational excellence.

Responsibilities

• Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
• Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to agreed SLAs.
• Maintain accurate customer records and documentation.
• Resolve customer complaints and issues promptly, escalating when necessary.
• Track and report on KPIs such as order accuracy, response time, customer satisfaction scores, and complaint resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.
• Ensure compliance with company policies, industry regulations, and quality standards.

Requirements

• Minimum of a high school diploma; a diploma/Assoc. Degree (HND) in Business, Supply Chain, or a related field will be advantageous.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite and experience with ERP systems (e.g., SAP, Oracle, or similar).
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• 2+ years of customer service experience, preferably in a manufacturing or packaging environment.
• Experience working with SLAs and KPIs in a customer-facing role.
• Familiarity with the plastics packaging industry or similar sectors is a plus.
• Demonstrated ability to manage multiple tasks and priorities under pressure.

Qualifications

None specified.

Skills

• Customer service skills
• ERP system proficiency
• Problem-solving skills
• Attention to detail

Benefits

None specified.

Pay

Not specified.

Schedule

Not specified.