Customer Service Representative (USA)

MSS International Group; Houston (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation and holidays

401(k) plan eligibility

Job summary

MSS USA is seeking a customer-focused Customer Service Representative to join our Houston operations. You will manage orders, coordinate with warehouses, and ensure on-time delivery while resolving issues across Supply Chain, Sales, and Finance.

The role requires strong communication, organization, and problem-solving skills, with a focus on improving service metrics and customer satisfaction.

Qualifications

• Education: Associate’s or Bachelor’s degree in Business, Supply Chain, Communications, or related field preferred.
• Experience: Minimum 3 years in customer service, order management, or logistics coordination role – ideally within manufacturing or distribution.
• Communication: Excellent verbal and written communication skills, with a strong customer-centric approach.
• Technical Skills: Proficient in Microsoft Office (Excel, Word, Outlook); experience with ERP/CRM systems (e.g., Microsoft Dynamics, SAP, Salesforce) preferred.
• Organization: High attention to detail with ability to manage multiple priorities and meet deadlines.
• Problem Solving: Strong analytical and decision-making skills with a proactive mindset.
• Collaboration: Effective at cross-functional coordination and teamwork across Supply Chain, Logistics, and Sales.

Responsibilities

• Serve as the primary contact for U.S. customers via phone, email, and other platforms, ensuring timely responses.
• Process and acknowledge customer orders in the ERP system, ensuring timely acknowledgements.
• Coordinate daily with U.S. warehouses and logistics providers to meet OTD targets.
• Monitor and drive resolution of Sales Past Due orders with Supply Chain, Planning, and Warehouse teams.
• Maintain Order Book Cleanliness; reflect updates, changes, and cancellations accurately.
• Manage Forecast Acknowledgement activities and communicate forecast alignment with customers.
• Support LTC reviews with customers to ensure pricing, lead times, and terms.
• Track and report Responsiveness to Customer Requests with timely follow-ups.
• Record, lift, and resolve Customer Complaints with corrective actions.
• Coordinate with Sales and Finance for accurate processing of Customer Credit Notes.
• Identify Slow-Moving Stock Sales opportunities with commercial teams.
• Maintain detailed customer interaction logs in CRM/ERP for traceability.
• Prepare reports and dashboards for Customer Service KPIs (OTD, Responsiveness, Past Due, etc.).
• Contribute to continuous improvement initiatives to enhance service quality and efficiency.

Skills

Customer Service

Order Management

ERP Systems

Communication

Problem Solving

Cross-Functional Collaboration

Education

Associate or Bachelor degree

Tools

Microsoft Dynamics

SAP

Salesforce

Job description

MSS USA is seeking an experienced and customer-focused Customer Service Representative to join our North American operations. This role is pivotal in ensuring customer satisfaction and service excellence across all stages of the order cycle, from order entry to on-time delivery. The position requires close coordination with multiple U.S. warehouses, logistics partners, and cross-functional teams in Supply Chain, Sales, and Finance. The successful candidate will bring strong organizational and communication skills, a proactive approach to issue resolution, and a results-driven mindset aligned with key customer service performance metrics.

Key Responsibilities

• Serve as the primary contact for U.S. customers via phone, email, and other communication platforms, ensuring timely and professional responses.
• Accurately process and acknowledge customer orders in the ERP system, ensuring acknowledgements are issued promptly and accurately.
• Coordinate daily with multiple U.S. warehouses and logistics providers to ensure Customer On-Time Delivery (OTD) targets are met.
• Monitor and drive resolution of Sales Past Due orders through collaboration with Supply Chain, Planning, and Warehouse teams.
• Maintain Order Book Cleanliness, ensuring all order updates, changes, and cancellations are reflected accurately.
• Manage Forecast Acknowledgement activities and communicate regularly with customers on forecast alignment.
• Support Long-Term Contract (LTC) reviews with customers to ensure accuracy of pricing, lead times, and contractual terms.
• Track and report Responsiveness to Customer Requests, ensuring follow-ups are completed within agreed timelines.
• Record, lift, and support resolution of Customer Complaints, ensuring corrective actions are implemented and closed.
• Coordinate with Sales and Finance for accurate and timely processing of Customer Credit Notes.
• Partner with commercial teams to identify and facilitate Slow-Moving Stock Sales opportunities to optimize inventory.
• Maintain detailed customer interaction logs in CRM/ERP systems for full traceability and visibility.
• Prepare regular reports and dashboards for Customer Service KPIs including OTD, Responsiveness, Past Due, Complaints, and Forecast metrics.
• Contribute to continuous improvement initiatives to enhance service quality and operational efficiency.

Qualifications & Skills

• Education: Associate’s or Bachelor’s degree in Business, Supply Chain, Communications, or a related field preferred.
• Experience: Minimum 3 years in customer service, order management, or logistics coordination role — ideally within manufacturing or distribution.
• Communication: Excellent verbal and written communication skills, with a strong customer-centric approach.
• Technical Skills: Proficient in Microsoft Office (Excel, Word, Outlook); experience with ERP/CRM systems (e.g., Microsoft Dynamics, SAP, Salesforce) preferred.
• Organization: High attention to detail with ability to manage multiple priorities and meet deadlines.
• Problem Solving: Strong analytical and decision-making skills with a proactive mindset.
• Collaboration: Effective at cross-functional coordination and teamwork across Supply Chain, Logistics, and Sales.

Working Conditions

• Location: MSS USA Onsite – Houston, TX.
• Schedule: Full-time, Monday through Friday, aligned with Central Time zones, depending on warehouse and customer locations.
• Compensation & Benefits: Competitive salary; comprehensive medical, dental, and vision insurance; paid vacation and holidays; 401(k) plan eligibility
• Language Requirement: Fluent in English (verbal and written). Additional languages are an advantage.

MSS International is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, gender, age, religion, sexual orientation, gender identity, national origin, disability, or any other protected status. All personal information submitted will be treated confidentially and used solely for recruitment purposes. Application records will be retained for up to 12 months and securely destroyed thereafter.