Customer Service Representative - #1101628
ICHOR Systems

Position Overview:
As a Customer Service Representative, you will play a pivotal role in ensuring customer satisfaction and operational efficiency. Customer Service Representatives constitute the first line of assistance for clients and customers, actively contributing to customer satisfaction with our products, services, and features.
Responsibilities:
Process purchase orders received from the customers in the defined sales territory into the Oracle system then issue order confirmation and to closely follow up all sales order (s) until products are delivered and invoiced.
Provide customers the support including order status and changes, initial commit dates; follow up on changes and resolve customers issue as a liaison between multiple departments including sales, purchasing, planning and logistics department.
Handle all requirements from the customers - stock availability, pricing, confirmation of shipping locations, shipping discrepancy issues, returns and others
Notify Finance for orders on credit holds and incoming payment for cash in advance orders.
Support timely resolution on billing dispute, issuing credit/debit memos, invoice cancellations as well as shipment disputes, partnering with Logistics.
Prioritize and track customers’ orders in Oracle, flag escalations to the Planning team on orders with long lead time and do not meet customer’s expectations.
Ensure effective and accurate processing for all sales orders and always maintain flexible approach, assisting in other territories if/when necessary.
Keeps and maintains an accurate open order and delivery report with shipping dates that match customer needs.
Requirements:
Minimum of a Diploma or Degree in any discipline.
Possess 3-5 years of relevant industry experience in a customer service role.
Strong written and verbal communication skills.
Proficiency in MRP databases, MS Excel, PowerPoint, and experience with Oracle and Agile systems.
Ability to handle responsibilities effectively under pressure while maintaining a positive and composed demeanor.
Willingness to work overtime, especially during month-end, to meet deadlines.
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