Customer Service Representative

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Job description:
Responsible for managing end-to-end customer service operations, including contract documentation, sales order execution, invoicing, complaint resolution, 3PL coordination, and monthly inventory reconciliation. This role serves as the central liaison between Sales, Customers, Warehouse, and Logistics to ensure flawless order fulfillment while driving continuous process improvement.
Key responsibilities:
A. Contract & Documentation Management
• Coordinate terms alignment and obtain necessary internal approvals (IM, FD, MD) for contract and annex adjustments.
• Manage end-to-end documentation processes, including printing, signing, stamping, dispatching to customers, and archiving.
B. Sales Order (SO) Execution & Fulfillment
• Process end-to-end SOs on JDE system, including physical pre-SO sign-offs upon customer request.
• Verify customer credit limits, check stock availability, and validate accurate selling prices against signed contracts/annexes.
• Manage system holds (overdue payments, credit limit breaches, margin thresholds) by securing internal approvals.
• Act as the central point of contact liaising with Customers, Sales, Warehouse (WH), and Transportation teams to ensure smooth and timely delivery.
C. Customer Support & Complaint Management
• Provide dedicated customer support and promptly address daily inquiries from both external customers and the internal Sales team.
• Facilitate cross-functional communication, troubleshoot, and resolve daily operational issues effectively.
• Track delivery status end-to-end and update the JDE system accordingly.
• Handle customer complaints by coordinating claims with Suppliers or 3PL partners.
• Prepare Incident Reports, CAPA (Corrective and Preventive Actions), and official explanation letters for management approval and customer communication.
D. Invoicing & Billing
• Issue invoices and resolve any billing discrepancies.
• Process, sign, and archive adjusted or replacement invoices with customers E. 3PL, Cost & Inventory Management
• Monitor 3PL performance and troubleshoot daily warehouse and transportation issues.
• Reconcile monthly 3PL billing and execute payment requests.
• Evaluate and propose cost-effective transportation solutions for ad-hoc deliveries and internal stock transfers.
• Reconcile monthly warehouse inventory gaps and manage internal stock transfer requests from Sales.
• Arrange express/ad-hoc shipments for urgent or provincial orders.
• Perform other tasks as assigned by the Line Manager.