Customer Service Representative (CSR)

Job Overview

The Customer Service professional is responsible for delivering exceptional customer support and ensuring seamless execution of the order-to-cash process. This role serves as a key liaison between customers and internal stakeholders, managing customer inquiries, order fulfillment, issue resolution, and service delivery activities. The position collaborates closely with Sales, Supply Chain, Planning, Logistics, Quality, Operations, Product Management, and other cross-functional teams to ensure customer satisfaction, operational excellence, and continuous improvement. Depending on the role level, the position may also support strategic customer accounts, drive service improvements, and provide operational guidance to team members.

Job Requirements

• Serve as the primary point of contact for customers, ensuring timely and professional responses to inquiries, requests, and service-related issues.
• Manage customer orders throughout the order-to-cash lifecycle, including order processing, backlog management, delivery tracking, and issue resolution.
• Collaborate with Sales, Supply Chain, Planning, Logistics, Quality, Operations, Product Management, and manufacturing teams to meet customer requirements and business objectives.
• Address customer complaints, escalations, and supply-related concerns while ensuring effective communication and timely resolution.
• Maintain accurate customer records, order documentation, reports, and system updates in accordance with business processes and policies.
• Monitor service performance, identify trends, and recommend process improvements to enhance customer satisfaction and operational efficiency.
• Support continuous improvement initiatives, process standardization, and best-practice implementation across customer service operations.
• Build and maintain strong relationships with customers and internal stakeholders to deliver a world-class customer experience.
• Ensure compliance with company policies, procedures, quality standards, and regulatory requirements.
• Contribute to team success through collaboration, knowledge sharing, training participation, and achievement of service objectives.

Skills

• Bachelor's degree
• Relevant experience in Customer Service, Order Management and Supply Chain
• Strong knowledge of order-to-cash processes, including customer inquiries, order management, backlog management, delivery coordination, and complaint handling.
• Excellent verbal, written, and interpersonal communication skills with the ability to effectively engage customers and stakeholders.
• Experience working with SAP/ ERP systems, CRM platforms, customer portals, and Microsoft Office applications.
• Strong problem-solving, analytical, and decision-making capabilities.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Demonstrated customer focus, accountability, ownership, and attention to detail.
• Ability to collaborate across global and cross-functional teams to deliver business results and exceptional customer experiences.
• Continuous improvement mindset with the ability to identify opportunities for enhanced efficiency, quality, and customer satisfaction.

Competencies