Senior Customer Service Representative

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.

Key Responsibilities

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

Ensure accuracy and compliance of all order-related data (pricing discounts customer details delivery terms) before processing

Handle complex customer inquiries escalations and issue resolution in a timely and professional manner

Issue invoices proforma invoices credit notes cancellations and discount approvals in line with company policies

Act as a key point of contact for Sales and Warehouse teams ensuring alignment on order status stock availability and delivery timelines

Coordinate with logistics and warehouse teams on shipments AWBs delays returns and stock discrepancies

Monitor and manage cross-company and intercompany orders ensuring correct processing and communication

Generate and analyse reports from SAP (e.g. sales performance backlog order accuracy) providing insights and recommendations

Maintain and continuously improve customer master data quality in SAP

Drive process improvements to optimize order-to-cash workflows and enhance service efficiency

Create and manage tickets in Zoho Desk (or equivalent CRM) ensuring proper categorization and follow-up

Support automation initiatives and ensure proper usage of digital tools for invoicing and communication

Position Requirements

Proven experience (typically 35 years) in a customer service or order management role within a fast-paced sales-driven environment

Strong working knowledge of ERP systems (SAP Business One or similar); advanced user preferred

Solid understanding of order-to-cash processes invoicing and logistics coordination

Excellent problem-solving skills and ability to handle escalations independently

High attention to detail with a proactive and solution-oriented mindset

Strong communication skills (written and verbal) with the ability to collaborate cross-functionally

Ability to prioritize manage workload and meet tight deadlines

Experience with CRM/ticketing systems (e.g. Zoho Desk Customer portal) is an advantage

Advanced Excel/reporting skills are a plus

English minim B2