Customer Service Representative

Job Description

Job Description

JOB DESCRIPTION:

Job Summary:

Serve as the single point of contact for current and new customers, ensuring a positive, stress-free customer service experience (CSX).
Manage the end-to-end customer journey, including order-to-cash (OTC) and customer service management (CSM) processes.
Collect and report customer feedback to drive continuous improvement and enhance operational efficiency.
Build and maintain customer trust and loyalty through effective communication, support, and regular relationship management activities.
Enter and update customer data in CRM systems, schedule follow-ups, and maintain accurate records to support retention and business development.
Handle customer inquiries and resolve complex cases to minimize downtime and disruption.
Collaborate closely with internal teams (CSX, CoE, GBS+, Supply Chain) to align priorities and deliver on commitments.
Support the implementation of customer experience initiatives, tools, and processes, tailoring service by customer segment and satisfaction levels.
Identify and contribute ideas for process optimization and continuous improvement in customer service operations.
Utilize supporting systems and tools (e.g., SAP, Service Cloud) efficiently, providing feedback for system enhancements.
Plan and prioritize daily, weekly, and monthly activities to ensure business continuity and customer satisfaction.
Monitor personal performance using KPIs and performance management tools, striving for high productivity, quality, and timeliness.
Ensure compliance with company standards, safety, health, environmental, and sustainability requirements.

Qualifications

High School Diploma required; 2-5 years’ experience in Customer Service, Supply Chain, or Sales.
Strong soft skills: communication, accountability, collaboration, resilience, and process optimization.
Proven hard skills: planning, customer focus, analyzing solutions, order-to-cash process, and experience with ERP/CRM systems (SAP, Service Cloud).
Understanding of supply chain operations and customer-facing activities. \nCompany Description

Incorporated in 1991, Real Soft Inc. (RSI) is a US-based global software solutions company, a pioneer in providing professional services and delivering business solutions. Our persistent focus has been on forging strong relationships through service excellence and cost containment for customers.
Address:
125 Village Blvd
Forrestal Village, Suite 200
Princeton, NJ 08540

Company Description

Incorporated in 1991, Real Soft Inc. (RSI) is a US-based global software solutions company, a pioneer in providing professional services and delivering business solutions. Our persistent focus has been on forging strong relationships through service excellence and cost containment for customers.\r\nAddress:\r\n125 Village Blvd\r\nForrestal Village, Suite 200\r\nPrinceton, NJ 08540