Customer Service Representative

KEY ACCOUNTABILITIES

• Manage the end-to-end order fulfillment process, including order receipt, validation, processing, and adherence to system entry and month-end deadlines.
• Coordinate with customers, distributors, demand planning, supply centers, plants, shipping lines, and freight forwarders to confirm production, loading, shipment, and delivery schedules.
• Maintain accurate order, inventory, shipment, and customer visibility records, including actual orders, open purchase orders, confirmed shipping dates, in-transit updates, and reported stock.
• Ensure the timely and accurate completion of invoices, logistics documents, transportation accruals, cost updates, and audit-related records.
• Monitor service-level commitments, proactively resolve shipment and supply-related queries, and promptly escalate risks, deviations, and operational ambiguities.
• Support claims management, product traceability exercises, mock recalls, testing activities, and other business projects.
• Help optimize logistics costs by improving container utilization, aligning invoiced costs with accruals, and minimizing demurrage and inventory write-off risks.
• Maintain customer profiles, support process improvements, and share process knowledge with the wider team.

MINIMUM QUALIFICATIONS

• Full-time Bachelor’s degree from an accredited university.
• At least 3 years of relevant experience in customer service, order management, or supply chain operations.
• Working knowledge of supply chain concepts and order fulfillment processes.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• Strong written and verbal English communication skills.
• Strong organizational, analytical, problem-solving, and interpersonal skills.
• Ability to manage multiple priorities and meet tight deadlines.
• Self-motivated, detail-oriented, collaborative, and adaptable.
• Willingness to provide extended support during month-end and occasional weekends, based on business requirements.

PREFERRED QUALIFICATIONS

• 4–5 years of relevant experience in customer service, order management, or global supply chain operations.
• Experience working with SAP or similar enterprise resource planning systems.
• Knowledge of export shipments, international markets, logistics documentation, and freight-forwarding processes.
• Advanced Microsoft Excel skills.
• Experience managing purchase orders, inventory visibility, invoices, accruals, and transportation costs.
• Demonstrated ability to identify process gaps, recommend improvements, influence stakeholders, and lead continuous improvement initiatives.
• Experience developing process expertise and supporting others as a subject-matter resource.




ELIGIBILITY

Applicants must meet minimum age qualifications in the country in which the job is located.