Job Overview

Customer Service Representative (CSR) is crucial as they serve as the primary point of contact for both customers and the company. They will be leading the order-to-cash process, ensuring seamless communication and efficient handling of customer inquiries, orders, and issues. Their responsibilities include managing customer interactions, processing orders, addressing concerns, and coordinating with internal teams to ensure timely and accurate delivery of products and services. This role is vital in maintaining customer satisfaction and fostering strong, long-term relationships.

Roles & Responsibility:

•Delivery extraordinary customer experience by providing our customer with world class customer service
•Respond promptly to customer inquiries via phone or email.
•Provide detailed information about products, services, and order status.
•Resolve customer complaints and issues efficiently and professionally.
•Process customer orders accurately and efficiently.
•Track order progress and ensure timely delivery.
•Coordinate with planner, logistics, sales, product management and quality teams to fulfill customer
•Serve as the primary point of contact between customers and the manufacturing team.
•Communicate any changes in order status, delays, or issues to customers promptly.
•Prepare and deliver order confirmations, shipping notifications, and other relevant information.
•Maintain accurate and up-to-date customer records and order documentation.
•Generate regular reports on order status, customer interactions, and other relevant metrics.
•Identify trends and provide insights to improve customer service processes.
•Identify and troubleshooting issues related to orders, deliveries, and product quality.
•Gather customer feedback and suggest improvements to products and services.
•Participate in team meetings and training sessions to stay updated on products and processes.
•Assist in the development and implementation of customer agreement and procedures.
•Fully supporting all TEOA initiatives according Star Level requirements and supporting continuous improvement projects with active participation. 
•Participate in all kinds of team initiatives/programs 

Desired Candidate Profile:

QUALIFICATIONS / EXPERIENCE:

•Any Bachelor’s/ Business degrees or equivalent experience 
•1-3  years of experience in Order Management.
•Supply Chain experience. 

SKILLS AND COMPETNCES:

•Manage full order lifecycle for high-value automotive accounts.
•Resolve complex customer issues with minimal delivery impact.
•Act as primary escalation points for urgent service recoveries.
•Oversee customer service across multiple sites or countries.
•Build strong relationships with senior and operational customer contacts.
•Deep knowledge of all Order-to-Cash process steps.
•Collaborate with planners, logistics, quality, and sales to remove bottlenecks.
•Analyze service performance data to address root causes.
•Monitor and ensure compliance with SLAs and KPIs.
•Mentor and coach junior CSRs and supervisors.
•Lead continuous improvement initiatives in customer service.
•Drive adoption of automation tools for faster, accurate order processing.
•Deliver proactive updates to customers on orders and issues.
•Identify and mitigate potential service disruptions early.
•Balance exceptional service delivery with cost efficiency.

Competencies