About this role
The Position
Join our team as a Customer Care Representative, where you'll deliver exceptional customer support across multiple channels, including email, case management systems, and self-service platforms. You'll serve as a key link between customers, sales teams, and internal stakeholders, resolving inquiries related to account management, billing, orders, and escalations. This role requires strong communication, problem-solving, and customer service skills to ensure timely resolution, accurate documentation, and a seamless customer experience.
Tasks and Responsibilities
- Provide customer support through shared mailboxes, ticketing systems, and case management platforms.
- Manage inquiries related to orders, invoicing, deliveries, pricing, products, and marketing programs.
- Serve as the primary contact for sales order status updates and order-related concerns.
- Process sales orders creation, order corrections, returns, credit/debit memo requests, and order release activities.
- Investigate and resolve customer issues while ensuring timely follow-up and case resolution.
- Maintain accurate documentation of customer interactions and case records.
- Collaborate with cross-functional teams including Finance, Accounts Receivable, Order Management, and Local Team in Logistics, Supply Chain, Customer Care, and Sales Team to ensure seamless service delivery.
- Support process improvements, standardization initiatives, and continuous enhancement of the customer experience.
About our Future Employee
You must have at least 1 year of experience in order management processes.
Additionally, we are looking for a candidate with:
- Bachelor's degree in Business Administration, Supply Chain, Finance & Accounting, Logistics, or a related field (students nearing completion may be considered).
- Experience with SAP (Sales Order Processing, Pricing, and Billing); SAP MM knowledge is of priority.
- Familiarity with Salesforce, CRM/ERP systems, Genesys, and Microsoft Office.
- Strong customer service, analytical, problem-solving, issue resolution and communication skills.
- Excellent English communication skills, both written and verbal.
- Highly organized, detail-oriented, and capable of managing multiple priorities.
- Strong stakeholder management and collaboration skills.
- Experience supporting global operations is preferred.
- Willing to work permanent night shifts supporting U.S. business operations.
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