What are the responsibilities and job description for the Customer Support Specialist position at Sirmax North America Inc?
Job Summary:
The Customer Service Representative supports the sales and technical departments by managing customer orders from the moment they arrive until they are fulfilled, in accordance with the general terms and conditions of sale, price lists, customer requirements and specific instructions issued by the sales department. They are also responsible for analyzing demand, historical data, and sales forecasts broken down by target market, product, and sales channel, to support the development of production and purchasing planning strategies.
Supervisory Responsibilities:
- None
Duties/Responsibilities:
- Open and maintain customer accounts by recording account information
- Coordinate deliveries to customers with logistic department
- Coordinate with Production Manager for confirming delivery dates to customers
- Keep price lists updated, and maintain customer master data
- Answer corporate phone line and direct accordingly.
- Reach out to customers and verify account information, payment information and other pertinent information such as addresses and phone numbers.
- Support Order-to-Cash activities, including invoicing follow-up, credit notes and payment status monitoring
- Cross function coordination with sales, planning, logistics, and finance departments
- Place sales order refunds, or exchanges
- Daily customer communication and support
- Follow-up on order status, deliveries and backorders
- Place, modify or cancel sales orders and forecasts
- Responsible for resolving customer requests, complaints and claims
- Navigate through customer portals to update sales orders and sales forecasts
- Build relationships of trust with customers through open and interactive communication
- Keep records of customer interactions, process customer accounts and file documents
- Support to continuous process improvement initiatives
- Preparation of reports and KPIs
- Follow communication procedures, guidelines and policies
- Submit and reconcile expense reports
- Performs other duties as assigned.
Required Skills/Abilities:
- Strong organizational skills with the ability to multi-task
- Ability to organize a daily workload by priorities
- Ability to meet deadlines in a fast-paced quickly changing environment
- A proactive approach to problem-solving and highly motivated
- Strong communication and problem-solving skills
- Comfortable working cross-functionally with Sales, Operations, Logistics, and Finance
- Analytical mindset and willingness to learn and grow
Required Experience:
- College or Technical Degree (or equivalent gained from 3 years of experience)
- Proficiency in MS Office
Preferred Experience:
- Degree in Economics, Business Administration, Management Engineering, or a related field
- 2–3 years of experience in Customer Service, Order Management, or Order-to-Cash processes preferred
- SAP Experience
Physical Requirements:
- Prolonged periods of sitting
- Computer usage 70%