Customer Service Representative

The Customer Service Representative (CSR) plays a critical role in managing customer orders and ensuring exceptional service delivery. This position is responsible for accurate and timely order processing, proactive communication with internal teams and customers, and supporting overall supply chain efficiency.

• Process customer forecasts, firm orders, and spot orders in the ERP system accurately and on time.
• Provide customers with delivery confirmations, alternative scheduling options, and timely updates on shipment status.
• Manage customer inquiries via email, phone, and portals, ensuring prompt resolution or escalation.
• Collaborate with Planning, Warehouse, Logistics, Sales, and NPI teams to maintain seamless order flow.
• Release shipments to warehouse and coordinate logistics for timely dispatch.
• Attend customer status review calls and maintain proactive communication.
• Demonstrate knowledge of company products, materials, and processes.

• Order accuracy and timely entry (target: 100%).
• Customer response time within agreed SLA.
• On-time shipment release and delivery performance.
• Customer satisfaction scores and feedback.

• Strong proficiency in English and numeracy skills.
• Experience with ERP systems and Microsoft Office (Excel, Outlook, Teams).
• Proven data entry accuracy and attention to detail.