Senior Customer Account Service Representative

The Customer Account Service Team is the central point of contact for North America customers, sales teams, internal departments, and logistics partners – ensuring accurate order entry, timely processing, and excellent operational support from order receipt to delivery.
This role involves managing orders, resolving order/shipping conflicts, and collaborating across the organization to deliver a superior customer experience.

Ideal Candidate

Comfortable working in a fast-paced, high-volume environment.

Experience

• Minimum of 2 years of experience in SAP-based customer order service focused on order fulfillment.

Skills

• Strong communication, interpersonal, and time-management skills
• Customer-focused mindset with high attention to detail and accuracy
• Problem-solving ability and confidence handling escalations and complex logistics
• Ability to multitask and collaborate across multiple departments

Language

• Strong English communication skills (spoken and written)

Core Responsibilities

Customer Order Processing

• Manage end-to-end order flow – from receipt to customer delivery – within departmental timelines.
• Resolve order issues by:
  • Partnering with the Credit Department on credit release, debits, and credit holds.
  • Working directly with Sales Operations team members to resolve pricing, backorder, or allocation issues.
  • Coordinating with warehouse teams to meet customer delivery expectations and ensure all information is properly documented in SAP.
• Use reporting tools to track and clear daily order exceptions, following documentation guidelines for the warehouse.
• Communicate proactively with customers regarding order status, shipments, backorders, returns, and defective product processes.
• Provide necessary documentation support (shipping documents, mis-shipment resolution, etc.).
• Proactively inform Sales of general order status or any issues with orders or shipments.

Customer Interaction & Support

• Serve as the primary contact for customer inquiries via phone, email, or chat.
• Respond to internal and external customers within 2 business hours, escalating when needed.
• Resolve inquiries independently, including order status, pricing discrepancies, shipping issues, and product availability.
• Keep internal stakeholders informed on order or shipment issues.

Account Management

• Maintain accurate customer profiles in SAP.
• Process credits, debits, and RMAs within 24 hours.
• Provide departmental backup support across different sales channels, customer types, and distribution models.
• Understand and apply channel and/or customer-specific pricing programs.
• Share feedback on process gaps or recurring issues for continuous improvement.

Additional Requirements

• Flexibility and sensitivity when working with global colleagues, respecting time zones and cultural norms.
• Ability to adapt to changing priorities.
• Strong organizational skills and commitment to meeting deadlines.