Customer Service - Business to Business Agents (Day Shift)

Preferred Experience:

2-3 years of relevant customer service experience

Preferred Qualification:

Experience supporting Retail and Manufacturing accounts is an advantage.

Domain Expertise and Primary Requirements

• Strong experience in customer service operations within manufacturing and supply chain environments.
• Hands-on experience in end-to-end order management, including order entry, validation, amendments, and fulfillment using SAP.
• Proficiency in CRM tools for case management, customer communication, and SLA tracking.
• Ability to manage customer inquiries, documentation requests, pricing coordination, and issue resolution effectively.
• Experience handling credits, returns, and exception management with proper validation and audit documentation.
• Strong understanding of manufacturing operations, including production planning, stock availability, lead times, order delays, and DIFOT tracking.
• Proven ability to collaborate cross-functionally with Sales, Production, Warehouse, Finance, and Quality teams.
• Excellent communication, problem-solving, and multitasking skills in a high-volume, fast-paced environment.

Preferred Skills and Competencies

• Strong customer focus with exceptional attention to detail and accuracy.
• Ability to manage high-volume transactions while consistently meeting SLA requirements.
• Strong analytical and reporting skills, with advanced proficiency in Microsoft Excel.
• Knowledge of audit compliance requirements and documentation standards.
• Effective stakeholder management and escalation handling skills.
• Solid understanding of manufacturing and supply chain processes, including production planning, inventory management, lead times, and DIFOT.
• Ability to coordinate effectively with production, warehouse, and logistics teams to ensure timely order fulfillment and resolution of issues.

Key Improvements

• Improved consistency in capitalization and terminology.
• Replaced informal phrasing with more professional language.
• Enhanced readability and flow by standardizing bullet points.
• Clarified responsibilities and requirements while maintaining the original meaning.