Senior Customer Service Representative

What You'll Do

• Order Processing & Operational Execution Process customer orders accurately, including direct customers and distributors, ensuring compliance with order policies and service‑level requirements.
• Manage complex or high‑priority customer orders, including special deliveries, projects, manual interventions, or escalated cases.
• Coordinate with CSB, PPF, Logistics, Supply Chain, and Planning to resolve order blocks, and data inconsistencies.
• Support daily workload balancing and act as back‑up for peers or the team manager when required. 2.
• Process Compliance & Documentation Ensure all order transactions and customer communications comply with corporate order management standards.
• Maintain documentation for audit requirements, including order controls, approvals, and accuracy checks.
• Perform periodic self‑checks and support internal control reviews. 3.
• System Expertise & Improvement Initiatives Serve as a key user for OM systems (SAP, OM workbench, CP tools..).
• Participate in UAT cycles, system validation, and process mapping for new tools or enhancements.
• Identify and report system defects or workflow issues; support troubleshooting with global OM and IT. 4.
• Customer & Stakeholder Support Serve as a point of escalation for CSR team members and key accounts.
• Collaborate closely with Supply Chain, Logistics, Finance, COD, and other functional teams to ensure smooth order‑to‑delivery execution.
• Support onboarding or transition of new customers and distributors. 5.
• Reporting & KPI Monitoring Track order accuracy, backlog status, and customer performance requirements for assigned accounts.
• Highlight exceptions, delays, or process gaps to the team manager and contribute to corrective actions. 6.
• Training & Continuous Improvement Train and mentor new CSR team members, supporting knowledge sharing and skill development.
• Recommend process improvements to reduce manual work, errors, and cycle time.
• Support roll‑out of new SOPs, tools, or BI dashboards.