Customer Service Representative

Position Summary

The Customer Service Representative is responsible for processing customer orders, handling inquiries and ensuring timely and accurate service delivery while maintaining a positive customer experience.

Key Responsibilities

• Enter and process customer orders accurately in ERP systems.
• Confirm orders and provide delivery timelines.
• Track orders and ensure timely fulfillment.

• Respond to customer inquiries via email, phone, or other channels.
• Provide updates on order status, delivery schedules, and issues.
• Resolve routine customer issues and escalate when necessary.

• Ensure accuracy and timeliness in all data and customer interactions.
• Fulfill individual and contribute to team KPIs (OTIF, order accuracy, response time).

• Liaise with logistics, warehouse, and planning teams to support order fulfillment.
• Follow up on delivery and documentation requirements.

• Identify opportunities to improve workflows and service quality.
• Support implementation of new processes and systems.

• Ensure accurate documentation and adherence to policies and regulations.

• Support working capital management by ensuring timely invoicing, order accuracy, and dispute resolution.
• Collaborate with relevant stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through initiatives that improve operational efficiency.

• Perform other duties as assigned to support business objectives.

Qualifications & Experience

• Diploma in business administration, Supply Chain Management, Logistics or related discipline.

• Fresh graduate or 1-2 years of experience in customer service, order management or supply chain operations.
• Strong problem-solving and communication skills.
• Prior experience in chemical distribution, manufacturing or B2B industrial environments is preferred.
• Fluent in English (both spoken and written) is mandatory.