Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to agreed SLAs.
Monitor and manage order status, proactively communicating any delays or issues to customers.
Collaborate with production, logistics, and sales teams to ensure customer requirements are met.
Maintain accurate customer records and documentation.
Resolve customer complaints and issues promptly, escalating when necessary.
Track and report on KPIs such as order accuracy, response time, customer satisfaction scores, and complaint resolution rates.
Support continuous improvement initiatives to enhance customer service processes.
Ensure compliance with company policies, industry regulations, and quality standards.

Minimum of a high school diploma; a diploma/Assoc. Degree (HND) in Business, Supply Chain, or a related field will be advantageous.
Strong written and verbal communication skills.
Proficiency in Microsoft Office Suite and experience with ERP systems (e.g., SAP, Oracle, or similar).
Excellent organizational and time management skills.
Ability to work independently and as part of a team.
Strong problem-solving skills and attention to detail.
2+ years of customer service experience, preferably in a manufacturing or packaging environment.
Experience working with SLAs and KPIs in a customer-facing role.
Familiarity with the plastics packaging industry or similar sectors is a plus.
Demonstrated ability to manage multiple tasks and priorities under pressure.

Customer Service, EDI

Key skills