Onsite Customer Service & Order Coordinator

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 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.