A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
The Customer Service Specialist will handle the end-to-end process of customer orders, including posting and processing purchase orders, sales orders, and all shipment and delivery documentation. This role requires efficient coordination of logistics (ocean, air, courier, domestic trucking, rail) and ensuring exceptional customer service and operational excellence. Additionally, the specialist will support the sales team by performing sales assistant functions and utilizing the ERP system "SAP ByDesign" and/or any other IT tools for process optimization and data management.
ESSENTIAL FUNCTIONS
Contacts existing customers for the timely issuance of new orders Receives and processes customer inquiries/orders after sales rep. negotiates general contract details Contacts suppliers and receives quotes to determine availability, current price and delivery schedule. Sends quotes to customers and receives final approval. Sends confirmation to customer. Receives, reviews, prepares, and distributes purchase orders, sales confirmations, packing list, Bills of Lading, Certificates of Analysis, invoices, contracts, customs clearance documents and other sales documentation. Post Sales Order (SO), Purchase Order (PO) information into SAP system. Prepares shipping documents such as Invoice, Packing list, Insurance certificate and Bill of Lading etc. as per the customers' requirements. Maintains close communication with buyers, suppliers, brokers, freight forwarders and warehouses via telephone and email. Reviews and analyzes invoices from brokers, forwarder, suppliers, etc. to ensure costs correspond to negotiated contract rates. Maintains basic technical knowledge on the products handled and has working knowledge of import/export regulations. Maintains up to date inventory records. Reviews monthly warehouse inventory report and investigates any discrepancies compared to internal reports. Resolves discrepancies and consults with sales manager, as needed. Follows up on account receivables in a timely manner and reports payment delays to manager. Processes accounts payable and creates payment requests to accounting dept..
SECONDARY FUNCTIONS
Provides trade assistance to other staff when requested, in order to ensure efficient office operations. Contributes to team effort by accomplishing related results as needed.
EDUCATION, EXPERIENCE AND SKILLS REQUIRED
Bachelor's Degree Minimum 3 plus years of relevant work experience preferable Knowledge of general accounting/bookkeeping principles is a plus Prior experience in logistics operation is a plus. Prior experience in SAP or any similar system is a plus. Proficient with Microsoft Office (WORD, EXCEL etc.) Must be able to meet deadlines with accuracy and maintain confidential information. Must possess strong organizational and time management skills. English Advanced level
