Customer Service Representative

Job Purpose:

To efficiently process and follow up on customer orders, ensuring accurate, timely, and complete deliveries while minimizing customer complaints, delivery issues, and returns.

Key Responsibilities:

• Process and accurately enter customer sales orders, verifying prices and purchase orders.
• Follow up with Logistics, IT, F&A, Sales, and Market Planning to resolve issues affecting order processing and delivery.
• Process CNs, DNs, GRVs, and other customer-related transactions accurately and on time.
• Monitor customer returns and delivery issues, identify root causes, and implement corrective actions.
• Prepare monthly reports on discontinued items, pricing, barcodes, complaints, and delivery issues.
• Monitor and update customer service KPIs and take corrective actions to achieve targets.

Key KPIs:

• Order processing turnaround time.
• On-time and complete delivery performance.
• Customer complaint resolution rate.
• Delivery issue resolution rate.
• Accuracy and completeness of customer records.
• Reduction in order-related customer returns.

Qualifications & Experience:

• Bachelor's degree or HND in Business Administration, Marketing, Supply Chain, Management, or a related field.
• 2–4 years' relevant experience, preferably in FMCG, retail, distribution, or a similar environment.
• Good knowledge of customer service and order-to-delivery processes.
• Experience with distributors, retailers, wholesalers, or Key Accounts is an advantage.
• Strong communication, organization, follow-up, analytical, and problem-solving skills.

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