Customer Service Representative

Job Description

Job Description

We are looking for a customer-focused Customer Service Representative to join a manufacturing organization serving clients across the Americas. This Long-term Contract position plays a key role in delivering a smooth order-to-cash experience by managing customer requests, overseeing order activity, and coordinating with internal partners to resolve issues efficiently. The role begins with approximately two weeks of onsite training before transitioning to a remote work arrangement, offering hands-on exposure to customer service and order management tools. Success in this position requires strong communication, sound judgment, and the ability to stay organized in a fast-moving environment.

Responsibilities:
• Oversee customer orders from initial entry through final delivery, ensuring each step is completed accurately and on schedule.
• Respond to inbound customer inquiries, provide timely updates, and address concerns in a thorough and solution-oriented manner.
• Maintain and manage customer cases within CRM platforms such as Salesforce, driving prompt follow-up and closure.
• Partner with sales, logistics, operations, and manufacturing teams to investigate order issues and coordinate effective resolutions.
• Monitor shipment progress and delivery commitments, communicating status changes or delays to customers proactively.
• Keep customer and order information current across business systems while ensuring documentation is complete and accurate.
• Support high-volume service activity by balancing multiple priorities, including order fulfillment tasks and case management.
• Contribute to business process and system-related initiatives as needed while helping maintain a positive customer experience.• At least 2 years of experience in customer service, order processing, order fulfillment, or a closely related function.
• Strong written and verbal communication skills with the ability to interact effectively with customers and internal teams.
• Demonstrated ability to manage several tasks at once in a fast-paced, high-volume environment.
• Solid problem-solving and conflict-resolution skills with a focus on practical, timely outcomes.
• Proficiency with Microsoft Office and comfort working within CRM or order management systems.
• Ability to learn new tools, workflows, and business processes quickly.
• Experience with Salesforce, SAP, or similar enterprise platforms is preferred.
• Background in manufacturing, industrial, distribution, B2B service, or order-to-cash environments is preferred.