Customer service associate

Reporting to the Customer Service Manager , the Customer Associate supports customer satisfaction and loyalty by answering inquiries, explaining products, providing order information, and accurately processing orders. The associate is expected to embody the organization’s values: Caring | Curious | Collaborative | Committed

The role involves using internal systems (SAP) to enter and track orders, verify pricing, and ensure timely delivery. The associate serves as a key point of contact for customers, providing professional communication, resolving issues, and supporting customers throughout the order lifecycle.

Key Responsibilities

• Process and manage customer orders accurately using SAP
• Validate purchase order details, pricing, and delivery requirements
• Communicate order status, delivery dates (ETA), and changes to customers
• Respond to customer inquiries (availability, pricing, shipping, cancellations, order changes)
• Coordinate with internal teams to ensure order accuracy and on-time delivery
• Monitor SAP reports, identify discrepancies, and take corrective action
• Provide basic troubleshooting support (LDQS) following IT procedures
• Ensure proper handling of complaints, credits, and quotes through internal processes
• Maintain clear, professional communication with customers and internal teams
• Contribute to a positive, collaborative team environment

Required Skills & Experience

• High school diploma
• Minimum 2 years in a similar customer service role (manufacturing preferred)
• Fully bilingual (spoken and written)
• Strong communication, organization, and time management skills
• Ability to work in a fast-paced, open office environment
• Proficiency with Microsoft Office; basic SAP knowledge is an asset
• Attention to detail and ability to follow procedures
• Customer-focused with empathy, professionalism, and problem-solving skills
• Team-oriented with openness to feedback