Customer Service Representative

Summary

We are looking for a Customer Account Specialist to manage and support customers who are not assigned to a sales manager, as well as assist selected customers alongside a sales manager. This role will also support the Head of Customer Service in optimizing daily processes and ensuring a seamless customer experience. The ideal candidate will be highly organized, customer-focused, and proactive in driving efficiency and satisfaction.

Key Responsibilities

• Manage the end-to-end order process, from purchase order receipt to delivery and invoicing.
• Serve as the primary point of contact for customers, handling inquiries, requests, and complaints.
• Process and coordinate customer sample requests and shipments.
• Oversee and coordinate customer complaints, working closely with Quality Assurance (QA).
• Collaborate with the technical team to manage questionnaires and technical documentation.
• Execute customer communication activities, including change notifications and updates.
• Continuously assess and improve daily work processes to enhance efficiency and customer service.
• Ensure high levels of customer satisfaction through proactive communication and problem-solving.
• Monitor and follow up on customer contracts, agreements, and blanket orders.
• Maintain close coordination with supply chain, warehouse, and forwarders to minimize delivery delays.

Qualifications & Experience

• Business or commercial education background.
• Up to 3 years of international work experience, ideally in a value-added solutions environment.
• Strong analytical mindset with a proactive approach to problem-solving.
• Comfortable working in an international and multicultural environment.
• Experience using CRM/ERP systems.
• Excellent communication and relationship-building skills.
• Confidence in initiating customer interactions and maintaining professional engagement.