Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Customer Service Specialist I

Position Summary

Responsible for processing customer orders, providing customer support, and managing orders throughout the order fulfillment process, ensuring accuracy, timely responses, and customer satisfaction.

Key Responsibilities

• Enter and process customer orders accurately in the ERP system.
• Respond to customer inquiries via email and other communication channels.
• Monitor orders from entry through delivery, ensuring timely follow-up.
• Provide updates on order status, product availability, and delivery dates.
• Manage order backlog, identifying pending orders and supporting issue resolution.
• Coordinate with Sales, Logistics, Planning, and other internal teams to resolve order-related issues.
• Handle customer complaints, order changes, cancellations, and returns.
• Maintain accurate order information and customer records.
• Meet established KPIs related to order accuracy, response time, backlog, and customer satisfaction.

Minimum Qualifications

• Bachelor's degree completed or in progress in Business Administration, Logistics, or related fields.
• Previous experience in Customer Service or Order Management is preferred.
• Good communication, organizational, and problem-solving skills.
• Customer-focused mindset and attention to detail.
• Knowledge of Microsoft Office, particularly Excel.
• Experience with ERP systems is preferred.
• Intermediate English is preferred.

Key Competencies

Customer Focus • Order Management • Accountability • Communication • Teamwork • Problem Solving • Attention to Detail