GCC Customer Service Representative – Intermediate

Iconma Portal•Austin, TX

About The Position

Our client, a material engineering company, is seeking an intermediate GCC Customer Service Representative for an Austin, Texas/remote location. The representative resolves customer issues from beginning to end and works with internal organizations—including Field Engineering, Logistics, Order Fulfilment, Marketing, and Sales—to address customer requests. The role processes customer requests and creates and maintains quotations, sales orders, and service cases in SAP CRM. It also manages customer escalations by working with internal stakeholders, following existing procedures, and maintaining effective communication with customers and colleagues. The representative must adhere to business and operational procedures and financial policies.

Requirements

Knowledge of the product or service.
Strong spoken and written English.
Bachelor’s degree or equivalent working experience.

Nice To Haves

Additional language skills for support across multiple regions.
Knowledge of SAP/CRM or supply chain processes.
Master’s degree.

Responsibilities

Resolve customer issues from beginning to end.
Work with internal organizations, including Field Engineering, Logistics, Order Fulfilment, Marketing, Sales, and other internal groups, to resolve customer requests.
Process and maintain customer requests received by email and phone in the SAP CRM system.
Create and maintain quotations, sales orders, and service cases in the SAP CRM system.
Manage customer escalations in close coordination with internal stakeholders.
Use existing procedures to resolve customer escalations and follow up.
Communicate excellently and maintain a positive manner when interacting with customers and internal stakeholders.
Adhere to business and operational procedures and financial policies.