Senior Customer Service Representative

About the role

In this role, you will be the primary contact for customer support-related activities. You will provide best-in-class or excellent customer service for external customers and business partners (distribution) by leveraging excellent, in-depth business knowledge, product knowledge, and the Order-to-Cash process. You will closely collaborate with various departments, such as SIOP, Logistics, and Quality, though this is not an exhaustive list. You will function as an extension of the business (Commercial) and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction. Please note that this role requires on-site presence five days per week, Monday through Friday. Responsibilities Include: Efficiently process Order-to-Cash activities from contract management through credit and debit note issuance, across all order types and customer profiles (including EDI and export), with a strong focus on execution. Receive, enter, and manage customer non-conformance claims, ensuring accurate complaint entry, coding, coordinator assignment, and clear descriptions. Execute complaint decisions, including credit/debit notes and material returns, coordinating with carriers, customers, and warehouses. Drive complaint resolution by facilitating communication between Sales, Logistics, Finance, Product Stewardship, Trade Compliance, and Quality teams. Proactively keep clients informed about claim status and take appropriate actions to enhance service delivery. Act as the primary business contact (excluding commercial matters) for inquiries related to claim management, service, and supply chain, ensuring customer satisfaction with products, services, and features. Analyze SAP data to monitor open claims and determine necessary follow-up actions. Build and maintain trust-based relationships through open and proactive communication. Provide backup support for other account specialists outside of the standard backup schedule. Participate in after-hours phone coverage on a rotational basis, as required by business needs. Contribute to functional and cross-functional projects. Support internal and external audits related to order management. Other duties as assigned