Customer Support Representative

About the role

The Customer Support Representative (CSR) works closely with the Supply Chain Manager and Service Area Manager to provide efficient assistance to internal and external customers across the Americas and globally. The CSR ensures smooth order fulfillment, handles inquiries, and supports sales growth through proactive service.

Key responsibilities

• Serve as the primary point of contact for customers via phone and email, delivering "one‑call" resolution.
• Process orders, enter data into the ERP system, and track order status.
• Provide pricing, product availability, and handle return requests.
• Maintain accurate records of all customer interactions and shipments.
• Prepare shipping documents, labels, and coordinate with UPS, DHL or FedEx.
• Generate reports on turnaround times and sales order analysis.
• Participate in on‑call rotation after normal working hours and on weekends.

Required profile

• Strong attention to detail and ability to meet deadlines.
• Assertive communication style with a focus on customer satisfaction.
• Willingness to handle varied tasks, including packing and shipment preparation.

Required skills

• Experience with ERP systems for order processing.
• Knowledge of Oracle‑based inventory management software.
• Familiarity with UPS, DHL and FedEx online shipping platforms.