Customer Service Representative

Key Responsibilities

• Oversee the complete order fulfillment cycle—from initial order receipt and factory distribution to final delivery coordination

• Maintain a deep understanding of the company’s products, services, and policies to provide accurate, reliable information to customers

• Liaise closely with internal departments—including Warehousing, Logistics, Production, and Procurement—to track shipment status, manage lead times, and proactively communicate potential delays to customers.

• Forecast Management: Collaborate with customers to collect, consolidate, and review rolling demand forecasts. Track Actual vs. Forecast (AC vs. FC) performance to identify trends, variances,

• Demand & Supply Analysis: Monitor, analyze, and report on the balance between client purchase demands and available inventory or production capacity. Proactively identify potential supply gaps, material shortages, or allocation constraints

• Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.

• Resolve customer complaints and issues efficiently and effectively.

 - Process orders, returns, claims and exchanges according to company policies.

-  Follow up with customers to ensure their issues are resolved and they are

satisfied.

-  Escalate complex issues to the appropriate department or supervisor when necessary.

• Assist in training new customer service staff and sharing best practices.

• Contribute to team efforts by accomplishing related tasks as needed.

  Qualifications

• Bachelor’s degree in a related field.

• Proven customer service experience, preferably in a similar role.

• Familiarity with customer service software, databases, and tools.

• Strong phone contact handling skills and active listening abilities.

• Skills and Competencies

• Excellent communication and interpersonal skills.

• Strong problem-solving skills and the ability to think on your feet.

• Ability to remain calm and professional in stressful situations.

• Detail-oriented with strong organizational skills.

• Ability to work independently and as part of a team.

·  Proficiency in Microsoft Office Suite (Word, Excel Vlookup & Pivot Table).

·  Proficiency in written and spoken English.