· Proven experience (typically 3–5+ years) in a customer service or order management role within a fast-paced, sales-driven environment
· Strong working knowledge of ERP systems (SAP Business One or similar); advanced user preferred
· Solid understanding of order-to-cash processes, invoicing, and logistics coordination
· Excellent problem-solving skills and ability to handle escalations independently
· High attention to detail with a proactive and solution-oriented mindset
· Strong communication skills (written and verbal), with the ability to collaborate cross-functionally
· Ability to prioritize, manage workload, and meet tight deadlines
· Experience with CRM/ticketing systems (e.g., Zoho Desk, Customer portal) is an advantage
· Advanced Excel/reporting skills are a plus
· English – minim B2

An international company operating in the field of technical products and solutions is expanding its team and recruiting a Senior Customer Service Representative, a key role focused on order management and operational process coordination.
Key Responsibilities
· Own and manage end-to-end order processing in SAP Business One (or equivalent ERP), including orders received via email, CRM, EDI platforms, phone, and other channels
· Ensure accuracy and compliance of all order-related data (pricing, discounts, customer details, delivery terms) before processing
· Handle complex customer inquiries, escalations, and issue resolution in a timely and professional manner
· Issue invoices, proforma invoices, credit notes, cancellations, and discount approvals in line with company policies
· Act as a key point of contact for Sales and Warehouse teams, ensuring alignment on order status, stock availability, and delivery timelines
· Coordinate with logistics and warehouse teams on shipments, AWBs, delays, returns, and stock discrepancies
· Monitor and manage cross-company and intercompany orders, ensuring correct processing and communication
· Generate and analyse reports from SAP (e.g., sales performance, backlog, order accuracy), providing insights and recommendations
· Maintain and continuously improve customer master data quality in SAP
· Drive process improvements to optimize order-to-cash workflows and enhance service efficiency
· Create and manage tickets in Zoho Desk (or equivalent CRM), ensuring proper categorization and follow-up
· Support automation initiatives and ensure proper usage of digital tools for invoicing and communication