Senior Customer Account Service Representative

Senior Customer Account Service Representative

The Customer Account Service Team is the central point of contact for North America customers, sales teams, internal departments, and logistics partners ensuring accurate order entry, timely processing, and excellent operational support from order receipt to delivery.
This role involves managing orders, resolving order/shipping conflicts, and collaborating across the organization to deliver a superior customer experience.

Comfortable working in a fast-paced, high-volume environment.

Experience

• Minimum of 2 years of experience in SAP-based customer order service focused on order fulfillment.

Skills

• Strong communication, interpersonal, and time-management skills
• Customer-focused mindset with high attention to detail and accuracy
• Problem-solving ability and confidence handling escalations and complex logistics
• Ability to multitask and collaborate across multiple departments

Language

• Strong English communication skills (spoken and written)

• Manage end-to-end order flow from receipt to customer delivery within departmental timelines.
• Resolve order issues by:
  • Partnering with the Credit Department on credit release, debits, and credit holds.
  • Working directly with Sales Operations team members to resolve pricing, backorder, or allocation issues.
  • Coordinating with warehouse teams to meet customer delivery expectations and ensure all information is properly documented in SAP.
• Use reporting tools to track and clear daily order exceptions, following documentation guidelines for the warehouse.
• Communicate proactively with customers regarding order status, shipments, backorders, returns, and defective product processes.
• Provide necessary documentation support (shipping documents, mis-shipment resolution, etc.).
• Proactively inform Sales of general order status or any issues with orders or shipments.

• Serve as the primary contact for customer inquiries via phone, email, or chat.
• Respond to internal and external customers within 2 business hours, escalating when needed.
• Resolve inquiries independently, including order status, pricing discrepancies, shipping issues, and product availability.
• Keep internal stakeholders informed on order or shipment issues.

• Maintain accurate customer profiles in SAP.
• Process credits, debits, and RMAs within 24 hours.
• Provide departmental backup support across different sales channels, customer types, and distribution models.
• Understand and apply channel and/or customer-specific pricing programs.
• Share feedback on process gaps or recurring issues for continuous improvement.

• Flexibility and sensitivity when working with global colleagues, respecting time zones and cultural norms.
• Ability to adapt to changing priorities.
• Strong organizational skills and commitment to meeting deadlines.