Customer Service Representative

About the role

We are looking for a proactive Customer Service Representative to manage the end‑to‑end order lifecycle, ensuring timely and accurate delivery for our clients. The role combines order processing, stakeholder communication, and continuous improvement of fulfillment processes.

Key responsibilities

• Administer day‑to‑day customer order management, including order entry, status updates, document creation, stock allocation, order release and shipment tracking.
• Communicate order status and any issues to customers, suppliers and internal teams on a regular basis.
• Process returns, handle inquiries and resolve customer issues promptly.
• Perform root‑cause analysis of order failures and work with relevant parties to implement corrective actions.
• Maintain and improve customer feedback mechanisms and translate customer expectations for internal stakeholders.
• Create and update presentations for customer review meetings.
• Integrate customer data from multiple reporting channels and produce KPI reports and scorecards.
• Monitor fulfillment systems, identify improvement opportunities and present recommendations to the Customer Service Manager.
• Model adherence to quality, safety and compliance standards and complete required training.

Required profile

• Strong customer‑centric attitude with excellent communication skills.
• Ability to analyse data, identify issues and drive continuous improvement.
• Detail‑oriented with a focus on accurate data management.
• Comfortable working with cross‑functional teams and managing multiple priorities.

Required skills

• None specified