Customer Service Representative

Responsible for establishing and maintaining positive customer relationships by taking ownership of each interaction through phone and email communication. Focus on delivering customer excellence through strong interpersonal skills attention to detail problem-solving and effective follow-up. Manage customer-related activities including order status updates returns processing invoice resolution and delivery tracking while collaborating closely with internal teams and commercial partners.

• Manage customer interactions via phone and email with ownership and accountability
• Handle email communications in a timely and effective manner
• Process returns and resolve invoice queries
• Address and resolve delivery issues and track shipments to ensure on-time delivery
• Provide customers with regular order status updates
• Attend conference calls and support customer excellence initiatives
• Monitor open orders and communicate updates on prospective orders
• Provide pre- and post-customer service for complex/custom orders and projects
• Collaborate with internal teams and commercial partners to meet customer requirements
• Maintain and develop customer relationships
• Follow company policies related to order management and customer relations
• Ensure timely responsiveness and effective time management
• Prioritize tasks and manage multiple responsibilities
• Adhere to Health & Safety policies and responsibilities
• Perform additional duties as required within the role

• High School Diploma is required and Bachelors degree is preferred
• Minimum 2 years of relevant work experience
• Experience in Order Entry Customer Excellence or similar roles
• Experience in manufacturing or distribution industries
• Strong communication skills (written and verbal)
• Customer service and interpersonal skills
• Problem-solving ability
• Attention to detail
• Time management and prioritization
• Ability to multitask and work under pressure
• Self-motivated with ability to work independently and in a team
• Strong follow-up skills
• Computer literacy including Microsoft Office applications
• Ability to build and maintain customer relationships
• Professionalism tact and sensitivity in customer interactions
• Organizational and team collaboration skills