Customer Service Specialist

Summary of position

This department is the company’s front line when it comes to communicating and connecting with our providers. This Customer Service Specialist play a critical role in delivering excellent service by managing customer orders, coordinating with internal teams, and ensuring a seamless end-to-end order experience. This position requires strong attention to detail, system proficiency, and a collaborative mindset.

Essential functions and duties

Prepare sales orders, quotations, and other documents related to sales inquiries.
Process customer orders in accordance with established procedures and guidelines
Accurately input orders into the system and verifying details like product codes, quantities, and pricing, and ensuring all information is correct.
Respond to customer inquiries via phone and email regarding order status / issues
Collaborate with the sales team to clarify order specifications and special requests
Coordinate with sales and warehouse teams to ensure timely and accurate order fulfilment.
Resolve issues related to order discrepancies, delays, or cancellations
Follow-up with the sales team on open order status
Process returns and exchanges in accordance with company policies
Support process improvement efforts by contributing ideas and feedback to enhance order processing efficiency and accuracy.
Qualifications

Minimum 3 years of experience in order processing or customer service operations.
Hands-on experience with SAP
Strong attention to detail to ensure accuracy and compliance with order entry standards.
Excellent organizational and time management skills to handle multiple orders and priorities effectively.
Proven ability to collaborate across teams, including sales, logistics, and finance.
Good communication skills and a proactive, solution-oriented approach.
Knowledge of additional languages is good to have to accommodate diverse customer needs.