Customer Service Representative

• Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
• Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to agreed SLAs.
• Monitor and manage order status, proactively communicating any delays or issues to customers.
• Collaborate with production, logistics, and sales teams to ensure customer requirements are met.
• Maintain accurate customer records and documentation.
• Resolve customer complaints and issues promptly, escalating when necessary.
• Track and report on KPIs such as order accuracy, response time, customer satisfaction scores, and complaint resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.
• Ensure compliance with company policies, industry regulations, and quality standards.

• Minimum of a high school diploma; a diploma/Assoc. Degree (HND) in Business, Supply Chain, or a related field will be advantageous.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite and experience with ERP systems (e.g., SAP, Oracle, or similar).
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• 2+ years of customer service experience, preferably in a manufacturing or packaging environment.
• Experience working with SLAs and KPIs in a customer-facing role.
• Familiarity with the plastics packaging industry or similar sectors is a plus.
• Demonstrated ability to manage multiple tasks and priorities under pressure.

Demonstrates strong customer service capabilities with a focus on order processing, complaint resolution, and adherence to SLAs. Proficient in using ERP systems and Microsoft Office Suite while maintaining compliance with industry regulations.

• Customer Service Experience
• ERP Systems Proficiency
• Order Processing Accuracy
• KPI Tracking and Reporting
• Strong Communication Skills

• Order Processing
• KPI Tracking
• Complaint Resolution
• Attention to Detail
• Time Management

• Problem-Solving
• Organizational Skills
• Team Collaboration
• Independent Work

• High School Diploma
• Diploma/Assoc. Degree in Business or Supply Chain

• Customer Inquiries
• Manufacturing Environment
• Plastics Packaging Industry
• Quality Standards
• Industry Regulations

• Microsoft Office Suite
• ERP Systems
• SAP
• Oracle