Customer Service Specialist

Purpose and Mission

In this role, you will be responsible for managing the end-to-end process of customer purchase orders for the Americas market, from initial inquiry through to final invoicing, ensuring accuracy and efficiency at every step. You will maintain direct communication with customers to support a smooth and reliable order fulfillment process. Additionally, this position includes responsibilities related to business operations management, such as coordinating with internal departments, monitoring service levels, identifying improvement opportunities, and contributing to the overall efficiency and performance of the customer service function.

Key Activities and Responsibilities

• Direct customer interaction to ensure excellent service is provided via fielding initial customer calls and inquiries.
• Validate and process purchase and sample orders, including order entry, credit release, creating deliveries, warehouse releases, BOL’s and packing slips.  
• Work closely with the logistics, sales team, credit, and shipping departments to ensure a high service level and on time delivery to customers.
• Monitor open orders and order backlog daily.
• Monitor warehouse stock levels as orders are entered/shipped and communicate to Area Sales Management/Sr. Marketing Operations Specialist if the warehouse is understocked or has a slow-moving product that may lead to over stock.
• Set up new customers with the Customer Master Data Team when a new credit application has been submitted and forward applications and tax information to Credit for processing.
• Submit claims/credit request to Sr. Marketing Operations Specialist for review/processing.
• Scan and maintain sales order files to the virtual filing system
• Overseeing key aspects of the procurement process, including the placement of requisitions and the follow-up of overdue payments, to ensure smooth business operations

Skills

• Excellent fluency in English, both spoken and written.
• Comprehensive aptitude in SAP, MS Dynamics, Outlook, Excel & Word
• Strong organizational skills, time management, as well as ability to multi-task
• Individual contributor, motivated; self-driven
• Team player- willingness to help others throughout the department with non-standard task

Previous Experience

• Minimum 3 years of customer service, inside sales, or supply chain experience within the American market is preferred.

Qualifications and Education

• Bachelor’s degree in Business Administration, Management, or a related fiel
• Excellent fluency in English, both spoken and written.
• Comprehensive aptitude in SAP, MS Dynamics, Outlook, Excel & Word