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Customer Service Representative
Upper Macungie Township, PA 18087 US
Job Description
We are seeking a skilled and experienced Senior Customer Service Representative (CSR) with a strong focus on export operations to join our dynamic team. The ideal candidate will play a key role in managing order processing, customer communications, and export-specific documentation, while ensuring exceptional customer satisfaction. This role requires proficiency in SAP, excellent organizational skills, and a deep understanding of international logistics processes.
- Coordinate and execute customer service activities, including order management, sample order placement, customer communications, and handling special tasks such as consignment and distributor management.
- Ensure customer satisfaction by maintaining adherence to internal processes and procedures in a dynamic environment.
- Assist customers in placing orders efficiently and provide guidance on the use of E-Commerce tools.
- Manage customer orders through the SAP system to meet commitments, and promptly communicate order status updates to customers.
- Maintain effective communication with Sales, Business Functions, and Cross-Functional Groups regarding customer requirements, issues, and feedback.
- Manage and prepare export documentation, including customs and legalization documents.
- Coordinate with third parties such as forwarders, warehouses, and customs offices to ensure smooth international shipments.
- Handle export IV/stock transfer purchase orders shipping from the U.S. to Asia, Europe, and Japan.
- Ensure compliance with all export regulations and documentation requirements for international shipping.
- Provide training, guidance, and mentoring to less experienced Customer Service Representatives.
- Act as a resource for best practices in order management processes and system tools.
- Proven experience in customer service, with a focus on export operations.
- Proficiency in SAP and other order management systems.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- Excellent verbal and written communication skills.
- Knowledge of international logistics, export documentation, and compliance requirements.
- A collaborative mindset with the ability to build effective relationships with internal and external stakeholders.
- Experience managing consignment and distributor accounts.
- Familiarity with E-Commerce tools and advanced customer service software.
- Previous experience mentoring or training team members.
