About the role:
The Customer Service Representative is responsible for the end-to‑end execution of the order-to-cash process, providing high-level logistics and administrative support to internal and external customers. We are looking for a proactive, senior‑minded professional who goes beyond daily operations to identify process improvements, collaborate with IT on digital tools, and ensure "Customer Excellence" in every interaction.
Key tasks:
1. Customer Excellence: Provide "white‑glove" service by anticipating customer needs and ensuring a seamless experience from initial contact to post‑sales support.
2. Order‑to‑Cash Management: Lead the full order fulfillment cycle: order entry in ERP, inventory oversight, on‑time delivery coordination, and invoicing.
3. Process Improvement & Initiative: Take ownership of Customer Service workflows. Proactively identify bottlenecks, document new SOPs, and propose solutions to enhance efficiency.
4. Digital & IT Collaboration: Act as a key user for the ERP system and manage technical requests/improvements through Jira ticketing. Liaise with IT to ensure tools are optimised for business needs.
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