Customer Support

• Accurately process customer orders, revisions, and changes in accordance with established policies and procedures.
• Serve as the primary point of contact for customers regarding order status, delivery timelines, product availability, and issue resolution.
• Communicate proactively with customers and internal stakeholders regarding delays, changes, or issues with a transparent and solutions-oriented approach.
• Collaborate closely with Sales, Operations, Planning, Quality, and Logistics to ensure timely order fulfillment and customer satisfaction.
• Investigate and resolve customer complaints or discrepancies related to order accuracy, shipments, documentation, or invoicing.
• Maintain accurate and up-to-date customer account records within ERP and order management systems.
• Monitor open orders and shipping reports to track service metrics and identify gaps or delays throughout the order lifecycle.
• Support the development, documentation, and execution of Customer Service Standard Operating Procedures (SOPs).
• Participate in cross-functional initiatives to streamline workflows and enhance the overall customer experience.
• Coordinate fulfillment priorities and escalate risks or challenges as needed to prevent service disruptions.

FFP

Customer Service Specialist