Customer Service & Order Processing Specialist (B2B) | WFH
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AI Summary
This is a remote position.
ROLE PURPOSE:
This role is primarily responsible for managing allocated customer accounts, ensuring high-quality customer service, accurate order processing, and supporting account growth. The representative will manage day-to-day customer relationships, process orders in Cin7, coordinate with 3PL warehouses, and liaise with Product Managers regarding stock allocation.
• The representative will be assigned a portfolio of customer accounts.
• They are responsible for all operational servicing of these accounts.
• Accounts may be passed down from Account Manager role for servicing.
• Accounts may be escalated to BDM/Account Manager roles for project-based or strategic discussions.
• CRM must be fully updated prior to any account transfer.
Requirements
Must-Have Requirements:
1. Strong customer service experience in a B2B environment Candidate must be comfortable managing customer relationships, handling enquiries, resolving issues, and providing professional communication via email and phone.
2. Experience processing orders within an ERP system Candidate must have experience entering and managing orders in an ERP system such as Cin7, NetSuite, SAP, or similar.
3. Excellent written and verbal English communication skills The role requires regular communication with customers, suppliers, and internal teams.
4. High attention to detail and administrative accuracy Order accuracy is critical. Candidate must demonstrate strong organisational skills and the ability to manage multiple orders and customer requests simultaneously.
5. Ability to work independently and manage allocated customer accounts The role requires ownership of assigned customers and the ability to manage daily activity with minimal supervision.
Required Experience & Industry Preference:
· Minimum 3–5 years experience in:
o Customer service
o Internal sales
o Sales support
o Order processing
Industry Experience (Preferred but not mandatory)
Strong preference for experience in:
· Food ingredients
· FMCG distribution
· Manufacturing supply
· Ingredient supply
· B2B wholesale or distribution environments
Experience in companies that manage inventory and warehouse dispatch is highly desirable.
Certifications or Education Requirements:
Preferred but not mandatory:
· Bachelor’s degree in any of the following:
o Business
o Commerce
o Sales
o Marketing
o Supply Chain
OR
· Relevant experience in customer service and sales support roles.
Technical skills required:
· Microsoft Office (Excel, Outlook, Teams)
· ERP system experience
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