Job Summary

We are seeking a highly skilled and experienced Senior Customer Service Representative with strong project management capabilities to join our team. The ideal candidate will be responsible for managing complex customer service projects, ensuring they are delivered on time, within scope, and within budget. This role requires excellent communication skills, a customer-focused mindset, and the ability to execute high-quality work in a dynamic, fast-paced environment.

Key responsibilities:

• Receive & enter order into processing system and confirm shipments (managing Europe, Middle East and Indian Customer Order to Cash activities)
• Manage and oversee customer orders (projects) from PO receipt through invoice submission
• Develop detailed project plans, including timelines, milestones, and resource allocation, to monitor order progress and adjust as necessary to ensure successful project delivery.
• Keep customers updated on the status of their Purchase Orders
• Coordinate delivery of products with the supply chain team and customer, to insure on time delivery and invoicing
• Collaborate internally (Commercial, Operations, etc.) and externally (customers, agents, terminals, warehouses, freight forwarders, etc.) to ensure project success
• Prepare and deliver required documents necessary for transport, customs, shipping and coordinate intercompany orders (if applicable)
• Identify and mitigate project risks and issues and proactively work to find a prompt resolution
• Communicate project status, key updates, and outcomes to stakeholders and senior management
• Act as first point of contact for all levels of assigned accounts and manage all aspects of processing customer requests
• Assist in the development and implementation of customer service policies, procedures and process improvement initiatives.
• Mentor and provide guidance to junior customer service representatives.

Qualifications

• Bachelor's degree in Business Administration, Economy, Supply Chain, Project Management, or a related field.
• Minimum of 3-5 years of experience in customer service, with a focus on project management.
• Good IT skills (MS Office, Salesforce and SAP is an advantage).
• Proven track record of successfully managing complex projects.
• Strong leadership and team coordination skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Ensuring process compliant and high quality of day-to-day operation.

Skills:

• Strong organizational and multitasking abilities.
• Problem-solving and critical-thinking skills.
• Ability to manage multiple projects simultaneously.
• Attention to detail and a commitment to quality.
• Customer-focused mindset.
• Project management and team coordination skills