Title:  Customer Service Representative

We are looking for a highly proactive and customer-focused professional who takes ownership beyond order management.

You combine strong commercial awareness with an end-to-end supply chain mindset, demonstrates excellent stakeholder management skills, and consistently drives solutions that create value for both the customer and the business.

Key Responsibilities

• Take ownership of the end-to-end Order-to-Cash process, ensuring seamless execution from order intake through delivery, invoicing, and after-sales support.
• Act as the primary customer interface and trusted advisor, ensuring a high level of customer satisfaction while balancing business objectives.
• Proactively identify supply chain risks, service disruptions, or operational bottlenecks and drive timely resolution through cross-functional collaboration.
• Coordinate closely with Sales, Supply Chain, Manufacturing, Logistics, Finance, and other stakeholders to ensure customer commitments are met.
• Manage complex customer requests, escalations, complaints, and returns with a solution-oriented and customer-focused approach.
• Monitor order fulfillment and delivery performance using SAP, Power BI, and other business tools, translating data into actionable insights.
• Communicate proactively with customers and internal stakeholders regarding order status, delivery performance and constraints
• Support business growth by identifying opportunities for process optimization, service improvements, and enhanced customer experience.
• Drive continuous improvement initiatives aimed at increasing operational efficiency, service levels, and customer satisfaction.
• Foster a holistic end-to-end supply chain perspective across functions, ensuring decisions consider customer impact, operational constraints, and business objectives.

Profile

• Strong customer service professional with a proactive, entrepreneurial, and solution-driven mindset.
• Demonstrates ownership and accountability, taking initiative to resolve issues and drive results.
• Possesses a holistic understanding of the end-to-end supply chain and its impact on customer satisfaction and business performance.
• Skilled at managing competing priorities and making sound decisions in a dynamic and fast-paced environment.
• Excellent stakeholder management skills with the ability to build influence.
• Strong communication skills, capable of engaging effectively with customers, commercial teams, and operational functions.
• Resilient and adaptable, remaining calm and focused when dealing with complex situations and escalations.
• Experienced with ERP systems (SAP preferred) and reporting tools such as Power BI.
• Continuous improvement mindset with a passion for optimizing processes and enhancing the customer experience.
• Demonstrates ability to prioritize effectively, make informed decisions, and maintain focus under pressure in a dynamic business environment.