Customer Service Representative

This is a fully remote position, open to applicants in Serbia, +1 more state.

📋 Description

• Assist customer accounts throughout the order fulfillment journey.

• Examine purchase orders, considering pricing, availability of raw materials, and production timelines.

• Collaborate with the RFQ team when a quote is necessary.

• Input and upload purchase orders into the system, ensuring accurate documentation of customer specifications, quantities, and deadlines.

• Work together with the Production Scheduler and Materials Manager to establish orders and confirm lead times.

• Dispatch order confirmations to customers via email or customer portals.

• Address customer inquiries, questions, and complaints on the same business day.

• Investigate customer queries by liaising with relevant internal teams and collecting necessary information.

• Communicate timelines and provide updates when additional information or time is required.

• Review, adjust, and maintain customer blanket release schedules.

• Process customer releases received through EDI, customer portals, and email.

• Monitor current and upcoming shipping schedules and on-time delivery performance over the next two weeks.

• Identify potential delays or risks associated with customer delivery dates.

• Inform customers of any delays and coordinate recovery timelines internally.

• Follow up on recovery plans to ensure commitments to customers are fulfilled.

• Track parts through OSS and keep tabs on progress.

• Collaborate with OSS and internal teams to pinpoint issues and avert delays.

• Provide customers with precise status updates.

⛳️ Requirements

• Prior experience in Customer Service, Order Management, Logistics, Supply Chain, Manufacturing, or a related discipline.

• Familiarity with Purchase Orders, customer schedules, and order fulfillment processes.

• Excellent verbal and written communication skills.

• Capability to handle multiple customer requests and priorities at the same time.

• High attention to detail and accuracy.

• Proactive in problem-solving and following up.

• Experience with EDI, customer portals, and/or ERP systems is an advantage.

• Ability to communicate effectively with customers and internal departments.

• Strong organizational and time-management skills.

• Customer-oriented approach.

• Detail-oriented in reviewing orders, schedules, pricing, quantities, and delivery dates.

• Ability to collaborate with production, materials, scheduling, RFQ, and OSS teams.

• Dependable follow-through on requests and commitments.

• Availability to work Monday to Friday, from 7 am to 4 pm CST.

🏝️ Benefits

• Competitive Salary in USD.

• Remote work option.

• Over 10 business days of paid time off.

• Team-building and corporate events.

• Equipment provided.

• A supportive team.