Customer Service Representative - Order Processing

SGS Consulting; Auburn Hills (MI); Hybrid; USD 36,000 - 52,000; Full time

Job summary

SGS Consulting is seeking a Customer Service Representative to manage the end-to-end order process for assigned accounts in a hybrid work setting (4 days in office, 1 day remote, subject to change). You will interface with customers and internal partners to ensure timely, accurate order entry, delivery, invoicing and issue resolution.

The role requires SAP experience, strong communication, and a customer-first mindset.

Qualifications

• Experience with SAP transactions (order entry, returns, credits/debits, invoices)
• Strong communication and customer service mindset
• High school diploma; college degree preferred
• Hybrid office environment experience is a plus

Responsibilities

• Own the order management process from entry to delivery for dedicated accounts
• Interface with customers and internal/external partners to align resources for zero-defect satisfaction
• Translate customer needs into actionable information for the business and other functions
• Respond to inquiries and resolve issues with timely follow-up
• Review daily reports and proactively address open orders, returns, and blocks
• Manage DOA-limited return decisions in collaboration with account team and credit/sales as needed

Skills

Customer service

Order management

Communication

SAP R/3

Education

High School Diploma

College degree preferred

Tools

SAP

Job description

This position is hybrid 4 days in the office and 1 day from home office. (subject to change) per the Company.

Responsibilities:

• A successful Customer Service Representative (CSR) must have a customer focused mindset, which enables her/him to deliver excellent customer service.
• The CSR has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.
• The CSR interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSR aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSR to translate the customers’ needs into information upon which the CSR, the business and other functions can make decisions and promptly act.

Key responsibilities:

• Customer Engagement and Order Management
• Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices)
• Build working relationships with commercial team partners to exceed customer expectations
• Analyze customer ordering patterns to anticipate customer needs
• Serve as a liaison with customers on administrative and technical matters (EDI/Capture)
• Respond to customer inquiries and complaints in a timely manner
• Review daily reports to proactively address and resolve issues (i.e. open order report, returns report, SAP block report, promise/failure, etc.)
• Demonstrate flexibility/adaptability in a dynamic, fast paced team environment
• Quickly identify and own resolution of customer issues
• Responsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit, and sales representative
• Make decisions for customers’ return following a quality complaint within their assigned Delegation of Authority (DOA) limit
• As part of the account team, relay all pertinent information gathered from the customer to the account manager (forecast, new project, changes in the organization.)

Qualifications:

• SAPR3 or equivalent experience
• High School Diploma required, College degree preferred