Customer Service Representative II

Job Description

Responsible for Order Management per Business Units.  Support the department in processing orders in compliance.  Orders must be placed in the system accurately and within the required SLA for supply plants’ visibility and production planning. Support the team lead and supervisor on projects and reporting.

Responsibilities (1 of 2)

Customer Order Management:

• Manage customer purchase orders, invoices, and inquiries received via the customer portal, ensuring timely and accurate processing.
• Receive and acknowledge purchase orders from customers and the Sales Support team within the defined Service Level Agreement (SLA).
• Enter sales orders and process SAP purchase orders promptly, adhering to the SLA of 48 hours.
• Identify and communicate any discrepancies, issues, or potential delays to the Sales team and/or customers to ensure proactive resolution.
• Verify product availability and ensure packaging requirements align with customer specifications.
• Review Letter of Credit requirements to confirm Grace’s ability to meet documentation standards. Coordinate with Sales for any necessary adjustments.
• Monitor order shipment confirmations from supply plants and promptly notify Sales and customers by issuing order confirmations.
• Track and follow up on shipping documents from supply plants, ensuring timely delivery to the office and/or customers.
• Review shipping documents for accuracy and ensure they are sent to customers on time, ideally before cargo arrives at destination ports.

Responsibilities (2 of 2)

Departmental Support:

• Perform additional duties as required to support the functional needs of the department.
  
  

Process Control & Reporting:

• Run process control reports to effectively manage assigned responsibilities and ensure operational efficiency.
  
  

Banking & Documentation Processes:

• Understand banking processes related to documentation submission and ensure compliance with relevant procedures.

Team Development & Support:

• Provide hands-on guidance, coaching, and support to teammates to foster skill development and collaboration.

Local Stock Management:

• Oversee local stock levels and replenishment activities, including issuing SAP purchase orders to supply plants.
• Track shipment departure times with supply plants to ensure timely delivery.

Import & Customs Support:

• Facilitate the importation of local stocks into specified countries responsible for, including customs declaration processes.
• Manage the payment process for import duties, ensuring compliance with local regulations.

Required Qualifications

• Detailed oriented, demonstrated ability to meet tight deadlines and manage multiple tasks.
• Team player who will share the workload when needed as a team.
• Strong interpersonal skills.  Able to communicate at all levels in the organization and across functions.
• Proficient with the Microsoft Office® suite and SAP for Order Processing.
• Good written and oral communication skills including both oral and written fluency in English.
• Ability to work under pressure during month-end datelines.
• Understanding import customs procedures and payment process.
• Bachelor’s degree (or above) in business or supply chain-related field. 
• Supply chain or similar certification preferred.
• Experience in customer service, order fulfillment and order processing

Benefits

• Guaranteed 14th Month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance