Job Description

Preferred Experience:

2-3 years of relevant customer service experience

Preferred Qualification:

Experience supporting Retail and Manufacturing accounts is an advantage.

Domain Expertise and Primary Requirements

Strong experience in customer service operations within manufacturing and supply chain environments.
Hands-on experience in end-to-end order management, including order entry, validation, amendments, and fulfillment using SAP.
Proficiency in CRM tools for case management, customer communication, and SLA tracking.
Ability to manage customer inquiries, documentation requests, pricing coordination, and issue resolution effectively.
Experience handling credits, returns, and exception management with proper validation and audit documentation.
Strong understanding of manufacturing operations, including production planning, stock availability, lead times, order delays, and DIFOT tracking.
Proven ability to collaborate cross-functionally with Sales, Production, Warehouse, Finance, and Quality teams.
Excellent communication, problem-solving, and multitasking skills in a high-volume, fast-paced environment.

Preferred Skills and Competencies

Strong customer focus with exceptional attention to detail and accuracy.
Ability to manage high-volume transactions while consistently meeting SLA requirements.
Strong analytical and reporting skills, with advanced proficiency in Microsoft Excel.
Knowledge of audit compliance requirements and documentation standards.
Effective stakeholder management and escalation handling skills.
Solid understanding of manufacturing and supply chain processes, including production planning, inventory management, lead times, and DIFOT.
Ability to coordinate effectively with production, warehouse, and logistics teams to ensure timely order fulfillment and resolution of issues.

Key Improvements

Improved consistency in capitalization and terminology.
Replaced informal phrasing with more professional language.
Enhanced readability and flow by standardizing bullet points.
Clarified responsibilities and requirements while maintaining the original meaning.