What are the responsibilities and job description for the Customer service & order management specialist position at FILBUR?
Job description
The Customer service & order management specialist is the primary point of contact supporting customer needs, managing orders, addressing inquiries over phone and email, confirming shipments and resolving issues efficiecntly. This role emphasizes accurate order management, proactive communication, and professional customer support while contributing to team collaboration and process improvements.
Key Responsibilities
Order Management & Communication
- Accurately enter and manage purchase orders in SAP S/4HANA and monitor sales orders through completion.
- Track backorders, proactively communicate delivery updates, and manage order changes with customers.
- Respond to inbound customer calls, emails, and messages—ranging from general inquiries to more complex issues—providing accurate information and escalating technical matters when necessary.
Customer Support & Experience
- Provide clear, timely guidance on product setup, usage, and basic troubleshooting.
- Ensure professional, friendly interactions that strengthen customer satisfaction, loyalty, and retention.
- Maintain accurate records of customer interactions, identifying recurring issues and contributing recommendations for improvement.
Collaboration & Process Improvement
- Work closely with internal teams (Sales, Technical Support, Fulfillment) to ensure seamless service.
- Recognize opportunities to streamline processes, improve communication, and enhance the overall customer experience.
- Share knowledge by documenting processes, FAQs, and best practices for team use.
Qualifications & Skills
- At least 5 years of customer service experience in a fast-paced environment.
- Strong Excel skills (formulas, pivot tables, and data analysis).
- Experience with SAP S/4HANA Sales & Distribution module or similar order management systems will be a plus.
- Clear and timely communication skills—internally and externally.
- Strong organizational and problem-solving skills with the ability to identify issues and recommend solutions, as well as manage multiple tasks effectively and resolve issues proactively.
- High attention to detail, accuracy in data entry, and ability to multitask effectively.
- Proactive, adaptable, and team-oriented, with a customer-first mindset.
- Familiarity with business terminology to ensure clear, professional communication.
- Experience in water filtration or pool/spa filtration products a plus.