Senior Customer Service Representative

<p>An international company operating in the field of technical products and solutions is expanding its team and recruiting a Senior Customer Service Representative, a key role focused on order management and operational process coordination.</p><p><span><strong>Key Responsibilities</strong></span></p><p class="MsoListParagraph"><span>· Own and manage end-to-end order processing in SAP Business One (or equivalent ERP), including orders received via email, CRM, EDI platforms, phone, and other channels</span></p><p class="MsoListParagraph"><span>· Ensure accuracy and compliance of all order-related data (pricing, discounts, customer details, delivery terms) before processing</span></p><p class="MsoListParagraph"><span>· Handle complex customer inquiries, escalations, and issue resolution in a timely and professional manner</span></p><p class="MsoListParagraph"><span>· Issue invoices, proforma invoices, credit notes, cancellations, and discount approvals in line with company policies</span></p><p class="MsoListParagraph"><span>· Act as a key point of contact for Sales and Warehouse teams, ensuring alignment on order status, stock availability, and delivery timelines</span></p><p class="MsoListParagraph"><span>· Coordinate with logistics and warehouse teams on shipments, AWBs, delays, returns, and stock discrepancies</span></p><p class="MsoListParagraph"><span>· Monitor and manage cross-company and intercompany orders, ensuring correct processing and communication</span></p><p class="MsoListParagraph"><span>· Generate and analyse reports from SAP (e.g., sales performance, backlog, order accuracy), providing insights and recommendations</span></p><p class="MsoListParagraph"><span>· Maintain and continuously improve customer master data quality in SAP</span></p><p class="MsoListParagraph"><span>· Drive process improvements to optimize order-to-cash workflows and enhance service efficiency</span></p><p class="MsoListParagraph"><span>· Create and manage tickets in Zoho Desk (or equivalent CRM), ensuring proper categorization and follow-up</span></p><p class="MsoListParagraph"><span>· Support automation initiatives and ensure proper usage of digital tools for invoicing and communication</span></p><p class="MsoNormal"><span><strong>Position Requirements</strong></span></p><p class="MsoListParagraph"><span>· Proven experience (typically 3–5+ years) in a customer service or order management role within a fast-paced, sales-driven environment</span></p><p class="MsoListParagraph"><span>· Strong working knowledge of ERP systems (SAP Business One or similar); advanced user preferred</span></p><p class="MsoListParagraph"><span>· Solid understanding of order-to-cash processes, invoicing, and logistics coordination</span></p><p class="MsoListParagraph"><span>· Excellent problem-solving skills and ability to handle escalations independently</span></p><p class="MsoListParagraph"><span>· High attention to detail with a proactive and solution-oriented mindset</span></p><p class="MsoListParagraph"><span>· Strong communication skills (written and verbal), with the ability to collaborate cross-functionally</span></p><p class="MsoListParagraph"><span>· Ability to prioritize, manage workload, and meet tight deadlines</span></p><p class="MsoListParagraph"><span>· Experience with CRM/ticketing systems (e.g., Zoho Desk, Customer portal) is an advantage</span></p><p class="MsoListParagraph"><span>· Advanced Excel/reporting skills are a plus</span></p><p class="MsoListParagraph"><span>· English – minim B2</span></p>