Customer Service Representative

Job Summary

We are seeking a detail-oriented and highly organized Customer Service Representative to support our SEA and Oceania customer base. This role manages quotes and sales orders accurately and efficiently, supports customer documentation, and ensures overall customer satisfaction in a fast-paced environment.

Responsibilities

• Review and enter quotes and sales orders accurately following internal policies and customer requirements
• Process a high volume of orders timely while maintaining accuracy
• Communicate clearly with regional offices to confirm order details, resolve discrepancies, and provide order status updates
• Identify and escalate issues or delays that could impact customer satisfaction
• Collaborate with Sales, Operations, and Logistics teams to ensure seamless order fulfillment
• Maintain data accuracy in SAP and Microsoft Dynamics CRM systems
• Record new contacts and update existing contact information in SAP and Microsoft Dynamics CRM
• Support Account Managers and Account Representatives with return requests and order backlog reviews
• Extract and track data from SAP to enable proactive communication with customers
• Provide phone and chat coverage throughout the full shift
• Work independently with limited management oversight to support Southeast Asia and Oceania clients

Required competencies and certifications

• Bachelor’s Degree with a minimum of 3 years relevant work experience
• Proficient in SAP; knowledge of SAPHANA is an advantage
• Intermediate to advanced PC skills in MS Word, Excel, and email
• Excellent written and verbal communication skills
• Highly organized with strong attention to detail
• Accurate typing skills with a speed of 40 WPM
• Working knowledge of current policies and procedures for data entry
• Demonstrated telephone etiquette skills

Preferred competencies and qualifications

• Experience working with Southeast Asia and Oceania clients/markets is an advantage
• Ability to understand and communicate in Mandarin to support customers from Chinese markets