Customer service representative

The Customer Service Representative is responsible for providing exceptional customer support and ensuring a seamless order-to-delivery process. This role acts as the primary point of contact for customers, managing purchase orders, resolving issues, coordinating with internal departments, and ensuring timely communication and customer satisfaction.

Key Responsibilities

• Receive, review, and accurately enter customer purchase orders into SAP system.
• Monitor and follow up on sales orders throughout the order fulfillment process.
• Coordinate closely with Production, Planning, Logistics, and Shipping teams to ensure on-time delivery of customer orders.
• Manage and resolve customer inquiries, requests, and complaints in a timely and professional manner.
• Create, update, and close customer cases using Salesforce CRM.
• Handle incoming and outgoing customer calls through the 8x8 phone system.
• Track order status, shipments, and delivery performance, providing proactive updates to customers.
• Collaborate with Accounting and Finance teams regarding invoicing, billing questions, and payment-related issues.
• Investigate customer concerns and implement effective solutions to achieve customer satisfaction.
• Escalate critical issues when necessary and work cross-functionally to drive resolution.
• Maintain accurate customer records and documentation in company systems.
• Support continuous improvement initiatives focused on customer experience and operational efficiency.
• Ensure compliance with company policies, procedures, and service standards.

• Bachelor's degree in Business Administration, International Business, Supply Chain Management, or a related field required.
• Previous experience in Customer Service, Order Management, Sales Support, or a related field.
• Experience working with ERP systems and CRM platforms, preferably SAP and Salesforce.
• Experience using business communication platforms such as 8x8 or similar phone systems.
• Fluency in English and Spanish (written and verbal) required.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office applications, especially Excel, Outlook, and Teams.
• Customer-focused mindset with a commitment to delivering excellent service.
• Ability to collaborate effectively with cross-functional teams including Production, Logistics, Planning, and Finance.