Customer Service Representative

The Customer Service Representative is the primary operational interface between an organization and its internal and external customers. The role fulfills tasks in the customer journey across customer onboarding, Order-to-Cash (OTC), and after-sales activities. The position ensures excellent customer service, reliable order fulfillment, and accurate export documentation. It requires close collaboration with internal teams, 3PL partners, and customers to ensure smooth execution.

The Customer Service Representative acts as a compliance gatekeeper who ensures that operational activities are done in line with rules and instructions and archives mandatory documents for audit purposes. Beyond daily operations, the role supports continuous improvement and transformation initiatives.

What you will do.

• Provide operational support to internal and external customers, ensuring a high standard of delivery service.
• Fulfill tasks for sales and onboarding activities, including new customers, innovative products, systems, and ways of working.
• Support joint business plans with key customers, ensuring execution, progress tracking, and reporting.
• Contribute to the analysis of trends across pre-sales, sales (OTC), and after-sales processes, and communicate insights to internal and external stakeholders.
• Proactively identify and resolve issues through sustainable root-cause analysis, ensuring timely escalation when required.
• Collaborate cross-functionally and globally with internal teams and external suppliers.
• Act as a subject-matter gatekeeper, ensuring adherence to approval processes, business procedures, data integrity, and compliance standards.
• Contribute to continuous process improvement initiatives, including workflow optimization and documentation of processes and procedures.
• Train colleagues and new hires on systems, processes, and updates through both one-to-one coaching and group presentations.
• Contribute to KPI performance across the OTC process.
• Partner with Regional Systems Managers to identify business needs requiring system or process enhancements.

What they ask

• Minimum of 3 years’ experience in Customer Service and/or Supply Chain roles.
• Strong knowledge of SAP OTC or other ERP systems.
• Hands-on experience with export documentation and international shipments is a strict requirement.
• Advanced understanding of business processes and operational procedures.
• Fluent business English with strong written and verbal communication skills.
• Ability to communicate effectively across all organizational levels.
• Proven collaboration on Customer Service projects.
• Good analytical and quantitative skills.
• Highly collaborative, proactive team player with cross-cultural awareness.
• Business partnering and stakeholder management skills.
• Ability to work effectively in a fast-changing, dynamic environment.
• Ability to facilitate the organization's growth by improving efficiency in own work area.
• Availability to start as soon as possible is strongly preferred.