Customer Service Representative (CSR)

Report to: Country Supply Chain Manager  

Mission: In charge of managing orders, monitoring execution and treating customers’ requests to meet service commitment and improve customer satisfaction.

Main activities: 

• Captures, records and commits customer orders according to customer needs, agreement and defined service level

• Proposes product alternatives in case of phase-out or shortage

• If relevant, optimizes, plans and coordinates the delivery with customers and partners

• Handles customer orders portfolio and monitors execution

• Liaise with the relevant partners to ensure on-time deliveries and service commitment

• Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer

• Informs and follows up with customers

• Captures customer’s requests & claims

• Analyses and provides issue resolution or appropriate answer

• Contacts, follows up and closes the loop with customer

• Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences

• Shares recurring problems with the relevant internal partner(s) in order to find solutions

• Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests and portfolio management

• Applies standards and procedures (including internal control rules & embargo ….).

• Contributes to continuous improvement to enhance work methods and customer satisfaction

Qualification Requirements 

• Candidate must have Bachelor Degree in Foreign trade/ Business Administration Accounting or related fields

• At least 02 years of professional experience in customer service or related services in MNC 

• Possess effective communication skills (written and verbal). Proficiency English in written & speaking 

• Advanced skill in excel, access, SAP, Power BI

• Detail oriented, precise and data driven and good at analysis skill

• Well-organized and initiatives 

• Customer focus and serviced – mind oriented 

• Good level of solving problem 

• Teamwork & collaboration