Senior Customer Service Representative

About the role

The Senior Customer Service Representative will be the primary point of contact for internal and external customers, handling inquiries, orders and post‑sale support. You will work closely with pricing, credit, delivery, sales and terminal teams to ensure a smooth order‑to‑cash process.

Key responsibilities

• Manage inbound customer calls and emails related to product orders and the order‑to‑cash cycle.
• Create offers and orders in Navision based on customer requests received via phone, email or other channels.
• Generate outbound calls when follow‑up or clarification is required.
• Record all interactions accurately to maintain data integrity.
• Escalate issues promptly to the Customer Service Supervisor to meet service‑level agreements.
• Support internal teams, including terminal staff and sales representatives, with invoicing and order information.
• Produce credit and debit notes after obtaining proper approvals, adhering to control standards.

Required profile

• High‑school diploma; university studies are a plus.
• Experience in a call‑center environment or dealing with external customers.
• Strong verbal and written communication skills.
• Ability to handle fast‑moving, high‑pressure customer‑facing situations.
• Excellent problem‑solving, prioritisation and organisational abilities.
• Team‑player attitude with a proactive, detail‑oriented approach.

Required skills

• Proficiency with Microsoft Office.
• Experience using Outlook.
• Working knowledge of Navision ERP.