Senior Customer Service Representative

An international company operating in the field of technical products and solutions is expanding its team and recruiting a Senior Customer Service Representative, a key role focused on order management and operational process coordination.

Key Responsibilities

· Own and manage end-to-end order processing in SAP Business One (or equivalent ERP), including orders received via email, CRM, EDI platforms, phone, and other channels

· Ensure accuracy and compliance of all order-related data (pricing, discounts, customer details, delivery terms) before processing

· Handle complex customer inquiries, escalations, and issue resolution in a timely and professional manner

· Issue invoices, proforma invoices, credit notes, cancellations, and discount approvals in line with company policies

· Act as a key point of contact for Sales and Warehouse teams, ensuring alignment on order status, stock availability, and delivery timelines

· Coordinate with logistics and warehouse teams on shipments, AWBs, delays, returns, and stock discrepancies

· Monitor and manage cross-company and intercompany orders, ensuring correct processing and communication

· Generate and analyse reports from SAP (e.g., sales performance, backlog, order accuracy), providing insights and recommendations

· Maintain and continuously improve customer master data quality in SAP

· Drive process improvements to optimize order-to-cash workflows and enhance service efficiency

· Create and manage tickets in Zoho Desk (or equivalent CRM), ensuring proper categorization and follow-up

· Support automation initiatives and ensure proper usage of digital tools for invoicing and communication

Position Requirements

· Proven experience (typically 3–5+ years) in a customer service or order management role within a fast-paced, sales-driven environment

· Strong working knowledge of ERP systems (SAP Business One or similar); advanced user preferred

· Solid understanding of order-to-cash processes, invoicing, and logistics coordination

· Excellent problem-solving skills and ability to handle escalations independently

· High attention to detail with a proactive and solution-oriented mindset

· Strong communication skills (written and verbal), with the ability to collaborate cross-functionally

· Ability to prioritize, manage workload, and meet tight deadlines

· Experience with CRM/ticketing systems (e.g., Zoho Desk, Customer portal) is an advantage

· Advanced Excel/reporting skills are a plus

· English – minim B2