Senior Customer Service Representative

• Provide first and second-line support to external and internal customers via phone, email, and other channels
• Handle order processing, tracking, backorder management, and complaint resolution
• Act as an escalation point for complex customer inquiries
• Monitor supply outages and respond accordingly
• Maintain accurate records in customer service systems (e.g. SAP, Salesforce)
• Support service center operations and escalate high-risk issues (financial, legal, reputational)
• Participate in service improvement initiatives and user acceptance testing
• Build strong relationships with customers and internal stakeholders
• Identify process gaps and recommend improvements
• Ensure service delivery meets agreed SLAs and performance indicators