Sr. Customer Service Representative (Manufacturing/Logistics/Fulfillment Background)

Job Summary:

The Senior Customer Service Representative will play a crucial role in supporting the logistics, fulfillment, or manufacturing operations by providing high-level customer support to clients and partners. This role requires expertise in managing customer interactions, resolving complex issues, and ensuring that service levels are met across the supply chain. The individual will be responsible for coordinating with internal teams to ensure smooth order processing, fulfillment, and logistics, while maintaining excellent customer relationships.

• Customer Support: Provide top-tier support to customers, handling inquiries, complaints, and requests related to orders, shipments, and manufacturing timelines.
• Order Management: Oversee the order fulfillment process from order placement to delivery, ensuring accuracy and timeliness.
• Issue Resolution: Proactively identify and resolve any customer issues, such as shipment delays, product defects, or miscommunication between departments, ensuring customer satisfaction.
• Logistics Coordination: Work closely with logistics, warehouse, and production teams to monitor the movement of goods and provide status updates to customers.
• Fulfillment Oversight: Ensure that orders are fulfilled accurately and in line with customer specifications, collaborating with production and warehouse teams to address any delays or issues.
• Reporting & Metrics: Maintain and provide regular reports on key customer service metrics such as on-time delivery, order accuracy, and customer satisfaction levels.
• Process Improvement: Suggest and implement process improvements to enhance customer service efficiency, reduce errors, and optimize the customer experience.
• Customer Communication: Serve as the primary point of contact for key customers, developing and maintaining strong, professional relationships.
• Training & Mentoring: Assist in training junior customer service representatives and sharing best practices to improve overall team performance.