CUSTOMER SERVICE SPECIALIST II

Job Overview

Customer Service Representative - Senior Specialist (5-3-S) is responsible for delivering a consistent, high-quality customer experience for a defined portfolio of key, strategic, or premium customers. The role acts as a primary customer-facing contact for complex inquiries, escalations, order-to-delivery topics, and service improvement opportunities. Working closely with regional Customer Service, Sales, Supply Chain, Operations, Global Account Managers (GAMs), and manufacturing sites, the position ensures reliable execution, clear communication, and strong ownership of customer commitments. The role also represents the Voice of the Customer (VoC), supports process standardization, and provides guidance to less experienced team members where required.

Job Requirements

• Serve as the primary customer support lead for assigned key, strategic, and premium customer accounts.
• Coordinate with regional and global customer care teams to ensure consistent execution of customer support strategies and service delivery.
• Act as the voice of the customer by communicating customer feedback, business needs, and priorities to commercial and leadership teams.
• Partner with Sales, Supply Chain, Operations, Global Account Managers (GAMs), and manufacturing sites to ensure seamless order-to-delivery support and exceptional customer experience.
• Support the Sales team with forecasting, bookings, and purchase order (PO) coverage to meet customer commitments and business targets.
• Engage with customers to secure purchase orders in line with forecast demand and contractual commitments.
• Serve as the first point of contact for customer escalations, complaints, critical supply issues, and line-down situations, ensuring timely resolution through cross-functional coordination.
• Manage case prioritization and workload coordination for strategic, VIP, and other designated customer accounts.

What your background should look like

• Strong problem-solving, analytical, and critical thinking skills with the ability to resolve complex customer and operational issues.
• Excellent organizational and time management skills, with the ability to prioritize, coordinate, and deliver multiple tasks in a fast-paced environment.
• Strong stakeholder management and communication skills, with the ability to lead customer and cross-functional meetings, manage key account expectations, and influence outcomes across global teams.
• Customer-focused with a high level of accountability, ownership, professionalism, and confidence in handling demanding customer situations.
• Ability to work effectively under pressure, adapt to changing business priorities, and collaborate across global teams and time zones.

Competencies