Customer Service Associate
About The Position
This role involves managing customer accounts and inquiries for global orders, deliveries, pricing, and service issues. The associate will support the entire order lifecycle, from entry to invoicing, and coordinate with international teams to resolve issues. Responsibilities include handling complex situations like backorders and delays, assisting with aftermarket support, and managing international shipments and documentation. Accurate record-keeping in ERP and CRM systems is essential, along with escalating critical issues and adhering to global service standards. The role also contributes to process improvement.
Requirements
- Experience in customer service
- Familiarity with order management
- Experience with global orders and deliveries
- Knowledge of pricing and service issues
- Ability to support the full order lifecycle
- Experience with order entry and changes
- Understanding of lead times and production status
- Skills in shipping coordination and invoicing
- Experience communicating with manufacturing plants, planners, and logistics teams
- Ability to resolve order-related issues
- Experience handling backorders, partial shipments, delivery delays, and product substitutions
- Experience with aftermarket support, including returns, warranty claims, and RMA coordination
- Experience supporting international shipments
- Knowledge of required documentation for international shipments
- Understanding of export and trade compliance procedures
- Proficiency in documenting customer interactions, transactions, and resolutions
- Experience with ERP and CRM systems
- Ability to escalate complex issues
- Adherence to global customer service processes and policies
- Understanding of service-level expectations
- Ability to contribute to continuous improvement efforts
Responsibilities
- Manage customer accounts and inquiries related to global orders, deliveries, pricing, and service issues
- Support the full order lifecycle, including order entry, order changes, lead times, production status, shipping coordination, and invoicing
- Communicate with global manufacturing plants, planners, and logistics teams to resolve order-related issues
- Handle moderately complex issues such as backorders, partial shipments, delivery delays, and product substitutions
- Assist with aftermarket support, including returns, warranty claims, and RMA coordination
- Support international shipments by coordinating required documentation and following established export and trade compliance procedures
- Accurately document customer interactions, transactions, and resolutions in ERP and CRM systems
- Escalate complex, high-risk, or urgent issues to senior team members or leadership as appropriate
- Adhere to global customer service processes, policies, and service-level expectations
- Contribute to continuous improvement efforts by identifying recurring issues and process gaps
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
