Establish open communication with customers and the field team to ensure any changes or impacts on customer expectations are communicated in a timely manner.
Provide support and take ownership of concerns, resolving them according to Key Performance Indicators (KPIs), and when necessary, coordinate activities with other departments to ensure complete customer satisfaction.
Address customer concerns with an ownership mindset to identify root causes and communicate with key stakeholders to prevent similar issues.
Serve as the primary point of contact for the Sales Team regarding all matters related to the order and distribution process.
Process orders promptly and record any special instructions.
Provide accurate and timely daily reports to ensure the order-to-cash process is fulfilled.
Actively participate in relevant meetings to identify ways to improve service for internal and external customers.

Fluency in English with excellent written and verbal communication skills
High school diploma or equivalent; college degree and/or bachelor's degree preferred
Over 5 years of relevant professional experience in Customer Service and/or Account Management preferred
Computer proficiency (SAP, Salesforce, Microsoft Office, Gmail, and Google Docs)
Ability to be punctual and work full shifts
Access to high-speed internet for occasional remote work
Ability to work on local holidays to support North American business operations

Customer Service Specialist III

Key skills