Section 1 - JOB DESCRIPTION

A customer service supply chain representative, or CSR, is a role that connects a company's internal operations with the sales team and external customers to ensure a successful fulfillment of customer orders.

He/She will be constantly in contact with all company departments by analyzing and monitoring flows and procedures to ensure customers receive the best service.

Main Responsibilities & Scope

New project development

He/She is the main contact between SC and R&D; for new project development by monitoring the progress status and following all internal steps and flows till the industrial trial.

Supply chain management

He/She coordinates the full order cycle,



participates in demand planning meetings, and manages customer safety stock contracts.

He/She is the main contact between SC and QA for all warehouse procedures and for all activities connected to the quality certifications.

He/She performs other supply chain activities related to master inventory, timely additions and deductions, and constant review of stock levels of ordered products.

Order processing

Managing customer sales orders, he/she ensures the correct products are ordered at the agreed price and the correct shipment method and location are applied.

Collaborating with Logistics, he/she supports transport management to guarantee the fulfillment of customer orders as entered by Customer Service.

Interacting with the Production Team on a daily basis, he/she guarantees that:

- the production process is compliant with the scheduled plans;
- the correct use of raw materials and packaging in compliance with the technical specifications is in place;
- the correct re-use of recycled materials is in place.

Customer service

Provides exceptional customer service by proactively addressing customer needs and resolving issues efficiently.

Keeps daily communication flows with the Customer Care team to ensure that failed,



partial, or delayed deliveries are proactively addressed to final customers.

Customer records

Updates customer records, including customer-specific information, contracts, forecasts, labeling, and packaging.

Education, Language, Skills & Qualifications

Education

Preferably economics studies.

Language

Fluent English. Knowledge of any other language is welcome.

Experience

3-5 years of experience in sales or customer care departments.

Skills and Qualifications

- Interpersonal and customer service skills to ensure positive interactions with customers.
- Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
- Multitasking and organizational skills to work on multiple issues at one time and prioritize effectively.
- Active listening and communication skills to handle patrons who may be upset.
- Time-management skills to respond to customer emails, calls,



and web chat messages promptly.
- Teamwork skills to collaborate with representatives and coworkers in other departments.
- Excellent computer skills: Software knowledge in Excel, Word, and PowerPoint.

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