Customer Service Representative

The Customer Service Representative supports the end-to-end customer lifecycle by providing customer service, contract administration, order processing, billing support, and over all coordination. This role serves as a primary liaison between customers, sales representatives, sales leadership, and internal partners to ensure accurate contract setup and maintenance, timely order and billing processing, effective dispute resolution, and adherence to established business processes and policies.

• Responds to customer, sales representative, and sales management inquiries via phone, email, fax, and Microsoft Teams.
• Documents and maintains customer interactions, cases, and requests in designated systems.
• Sets up, maintains, modifies, and reconciles customer and sales representative contracts.
• Processes contract renewals, expirations, transfers, and cancellations.
• Processes purchase orders and contract shipping orders and resolves order holds.
• Prepares billing requirements, contract statements, and supports invoicing.
• Generates billing corrections (e.g., invoice adjustments, credit/debit memos, and rebills) by researching discrepancies, validating support, and coordinating updates with internal partners.
• Researches and resolves invoice, billing, and payment disputes.
• Manages customer portal registrations and invoice submissions.
• Performs additional related duties as required.
• Candidate Requirements

• Fluency in English with exceptional written and verbal communication skills
• Computer literacy (SAP, Salesforce, Microsoft Office, Gmail and Google documents).
• Ability to report to work on time and perform full shift (as there is a requirement to cover different time zones shift times may end as late as 7:00pm Eastern Standard Time)
• High speed internet access for occasional work from home capabilities and knowledge of basic computer set up.
• Ability to work on local holidays to support the North American business.
• Professional communication skills. Should be able to communicate with peers, customers and vendors both verbally and via e-mail in a respectful and friendly manner when under stress.
• Active listening skills. Ability to ask probing questions, understand concerns and overcome objectives.
• Ability to build relationships by phone and e-mail.
• Ability to work in a fast-paced environment. Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines.
• Attention to detail. Should be able to complete accurate data entry tasks.
• Highly action‑oriented and self‑directed, with a strong ability to act on feedback, drive positive results, and quickly learn new processes and systems.
• Collaborative team player. Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy.
• Desire to challenge current processes for improvement.