Customer Service Representative

Job Purpose

We are seeking a highly motivated and detail-oriented Customer Service Representative to join our dynamic team. In this role, you will be responsible for managing and ensuring the smooth flow of customer orders, demand forecasting, and communication with both internal teams and customers. You will also be instrumental in defending and expanding our business relationships, ensuring customer satisfaction, and supporting our sales efforts.

Key Responsibilities

• Demand Planning & Procurement: Plan and procure forecasted demand, ensuring product availability in alignment with customer needs.

• Order Management: Manage customers’ forecasted demand and orders, verifying product pricing and ensuring accuracy of order details.

• Delivery Coordination: Coordinate changes to delivery schedules and keep customers informed of any updates or issues related to their orders.

• Sales Support: Collaborate with the Sales team to defend existing business and identify opportunities for incremental business growth.

• Internal Liaison: Work closely with internal teams (such as logistics and warehouse) to resolve order fulfillment and shipment issues.

• Inventory Monitoring: Monitor days inventory outstanding to ensure proper stock levels and timely product deliveries.

• Compliance & Standards: Ensure compliance with company policies, standard operating procedures (SOPs), and industry regulations.

• Reporting: Compile and maintain internal/supplier reports on a timely basis, ensuring accurate data and efficient reporting systems.

• Accounts Receivable (AR) Reconciliation: Reconcile customer payments against outstanding invoices, investigate and resolve payment discrepancies, coordinate with customers and internal stakeholders on payment-related issues, and ensure timely and accurate payment allocation.

Qualifications:

• Proven experience in customer service or a similar role.
• Strong organizational and multitasking skills, with the ability to prioritize tasks effectively.
• Excellent communication and interpersonal skills.
• Ability to work in a team environment and collaborate with different departments.
• Detail-oriented with a focus on accuracy in order processing and reporting.
• Experience with demand planning, inventory management, and order fulfillment is a plus.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and other relevant software.
• Ability to adapt to changing priorities and handle customer inquiries professionally.

Education & Experience:

• A Diploma or Bachelor's degree equivalent in Business Administration, Supply Chain, or a related field of study
• Previous experience in customer service, sales support, or logistics is highly advantageous, but not a must.