What are the responsibilities and job description for the Customer Service Representative position at Compunnel Inc.?
The Customer Service Representative will ensure professional, efficient, and timely interactions with customers related to order processing, complaint handling, and information requests. This role supports sales targets across the Americas by coordinating with internal and external sales programs and services. Acting as a consultant, the CSR will advise customers on products and specifications, support Orders-to-Cash practices, and contribute to positioning the Customer Service department as best-in-class.
KEY RESPONSIBILITIES
- Process customer orders received via email, phone, or other channels within 24 hours using the ERP system, ensuring accuracy and efficiency
- Support the Order-to-Cash process and coordinate with third-party collection agencies to resolve payment issues
- Initiate and track PMMT (new product setup and color) requests, escalating urgent requests as needed
- Raise and resolve delivery and invoice-related issues with the concerned parties
- Track and expedite order status by coordinating with Planners and Logistics
- Serve as first-level contact for customers to answer questions and attempt complaint resolution
- Provide solutions for customer needs through advanced knowledge of products, markets, and specifications
- Provide accurate price quotations within 24 hours for direct accounts and non-standard pricing requests
- Enter and manage customer complaints, coordinate resolution, and initiate credits or RMAs when applicable
- Investigate root causes of customer service issues and implement corrective actions
- Propose and support improvements to customer service work processes and training programs
- Support the onboarding and training of new Customer Service team members
- Maintain and archive customer service documentation
- Coordinate effectively between customer service and field teams to manage customer orders
- Adhere to corporate and site policies regarding conduct and HS&E standards, ensuring compliance with all regulations
- Generate ad-hoc reports on customer usage and history as needed
- Deliver custom information and reporting on high-profile accounts when requested
DECISION-MAKING AUTHORITY
- Recommend customer prioritization for deliveries when resources are limited
- Qualify and initiate JETS/Rapid Response orders
- Recommend products or specifications to meet customer needs
REQUIRED SKILLS
- Strong interpersonal, verbal, and written communication skills
- Ability to multi-task, prioritize, and work independently
- Strong problem-solving and organizational skills
- Basic computer proficiency including Excel, Word, and SAP
- Ability to read, comprehend, and follow safety instructions and guidelines
- Ability to interact effectively with internal and external customers
PREFERRED SKILLS
- 4–5 years of experience with SAP
- Experience in customer service within a manufacturing or industrial setting
- Familiarity with ERP systems and order management workflows
EDUCATION
High School Diploma or GED (required)
Associate’s or Bachelor’s degree (preferred)