Customer Service Representative

About the role

The Customer Service Representative cultivates relationships with current and potential customers using in-depth knowledge of CommScope products, capabilities, the CRM process and procedures, and the full scope of customer service activities from quote to cash (up to and including shipment, invoice or handover). The role covers quotations, order processing, shipment management and expediting.

Key responsibilities

• Prepare sales quotations using the SAP system and/or pricing tool, check lead times and liaise with other functional teams so customer enquiries are answered.
• Work with customers and the Sales Team to understand their needs and the company's products and services.
• Collaborate with Materials Management and/or Operations to anticipate projects, completion dates and scheduling issues.
• Process purchase orders, sample requests and approved return requests through to shipment, including order entry, acknowledgements, confirmations and change notifications.
• Proactively expedite items whose shipment schedules fall outside normal lead times and follow up on shipments to ensure timely delivery or pickup according to the incoterm.
• Set up regular weekly or bi-weekly calls with customers to review open backlogs, identify delivery delays and resolve issues.
• Process rebate claims and stock returns approved by Product Line Management, and support quality and warranty processes where required.
• Take part in ongoing product, process, systems and business skills training, support peers, and maintain constructive relationships with customers, prospects, colleagues and supervisors.

Required profile

• Diploma or degree in Business or a related discipline.
• At least 3 years of experience in customer service or order fulfilment.
• Excellent communication skills and good telephone etiquette.
• A pleasant, service-oriented personality and a strong team player who adapts to a fast-paced environment.

Required skills

• Knowledge of or experience with the SAP system is preferred.