Customer Service Representative

About the role

The Customer Service Representative responds to customer inquiries by telephone, e-mail and walk-in, resolving mostly routine and some more complex problems and communicating solutions or requested information to customers. The role also covers order processing, documentation and coordination with logistics partners to meet delivery expectations.

Key responsibilities

• Handle customer inquiries and resolve problems, referring complex cases to other service or technical departments
• Process orders, administer invoices, file paperwork correctly and handle daily operations
• Liaise with forwarders, import and export teams, the warehouse and buyers so inbound goods are recorded in the system with correct landed costs, and coordinate with inside sales and freight forwarders to expedite delivery
• Prepare and consolidate shipping documents such as commercial invoices, packing lists, B/L, AWB and permits for inbound and outbound shipments, and track shipments for customers
• Run sales order backlog reports with sales against targets and update the Anixter System accurately
• Coordinate returns from customers (RA) and returns to vendors (RTV) and RMA replacements, and enter service failures promptly in the customer service database

Required profile

• 2-4 years of relevant experience
• Solid interpersonal skills and ability to work well under pressure
• Strong attention to detail and professional, tactful communication with people

Required skills

• Verbal and written communication
• Computer literacy, including MS Word, Excel and e-mail