Customer Support Representative

Customer Support Representative I

The Customer Support Representative I ensures the smooth coordination and follow-up of business orders, acting as a key point of contact between stakeholders and customers. This role is vital for upholding exceptional customer service and maintaining high customer satisfaction for a designated standard account base, with minimal supervision. The position also supports import/export accounts, assists the organization in tasks such as credits, debits, returns, and quality notification claims, and helps resolve routine customer issues.

The work requires efficient communication, attention to detail, and the ability to handle multiple priorities in a fast-paced environment.

Key Accountabilities:

• Processes and verifies the accuracy of customer orders using SAP, received via email, telephone, EDI, or other channels, with a focus on detail and accuracy.
• Initiates necessary actions to respond to customer service requests for order adjustments, maintaining and communicating changes to relevant personnel and departments.
• Ensures and delivers high-quality service to both internal and external customers.
• Builds and maintains ongoing positive relationships with customers, fostering trust and loyalty.
• Acts as a communication link between customers and the sales team to ensure customer needs are met effectively.
• Resolves customer issues related to order delays, back-orders, returns, and collaborates with Product Management, Quality, Transportation, and Warehousing teams as needed.
• Handles and communicates resolutions for a variety of customer complaints and implements corrective action plans in collaboration with the Complaints Specialist.
• Maintains accurate SAP master data by timely updating of customer account information.
• Provides back-up support to team members during absences due to vacation, travel, or illness.
• Supports key business tasks such as processing credits, debits, returns, and the creation of Quality Notification Claims as required.