Customer Service Representative

Gemtron Corporation is a multinational supplier to global appliance OEMs and related industries.

We are actively looking for someone with manufacturing and logistics experience who will interact with our customer base.

• Inform and update Plant Management, Sales Team, and Production Team to guarantee that sales and customer objectives are met.
• Answer e-mails and calls promptly, professionally, and efficiently.
• Attend to customer questions, complaints, and concerns, and facilitate a satisfactory resolution.

• Compile and maintain all required records, documents, etc.
• Process customer orders in a courteous, efficient, and timely manner.
• Assist in general reporting and document management.
• Update and maintain customer records by updating account information and entering pricing and product data.
• Prepare reports as needed; file relevant documents and information including import/export documents.

• Order entry.
• Schedule pick‑ups and shipments, prepare samples for shipment, create manual packing slips, and coordinate Fed Ex and UPS pickups.
• Keep track of order reports, document management, and update shipment information via customer website or portal.
• Utilize SAP software.
• Advises Supply Chain Department about import/export and customs requirements; creates and processes import/export and customs documents.

• Initiate the implementation process and follow up the status.
• Create all relevant master data (e.g., SAP, CRM) and ensure data accuracy.
• Actively and continuously support the optimization of all relevant processes.
• Support the development of supply and quality agreements and completion of customer questionnaires.
• Support the preparation of customer audits and visits.

• Maintain current knowledge within the area of responsibility through mandatory training measures.
• Study and standardize procedures to improve process efficiency.

• Oversee incoming and outgoing shipping activities to ensure accuracy, completeness, and condition of shipments.
• Inspect loading operations to ensure compliance with shipping specifications; seal loaded trailers and containers.
• Inspect material handling equipment for defects and notify maintenance personnel or external service for repair.

• Check the status of deliveries ready for dispatch in the SAP system and prepare the shipment process accordingly.
• Create and prepare necessary shipment documents, bill of lading, package barcodes, delivery notes, transport orders, and invoices in line with delivery and payment conditions and all other order specifications; inform forwarding company about cargo requirements and initiate transport execution.
• Organize abnormal load and transport of hazardous goods.

• Obtain the packing slip from the receiving dock after the items have been checked and enter the received components in SAP. Support Home Tech glass deliveries and related inbound documents; coordinate activities related to intercompany transfers.
• Perform other duties as assigned.