Senior Customer Success & Key Accounts Lead

Oterra; Mount Pleasant (WI); On-site; USD 60,000 - 72,000; Full time

Benefits offered by this job

Health & Well-being

401(k) with company match

Paid holidays and vacation

Engagement events

Career development opportunities

Job summary

Oterra, a global leader in naturally sourced colors, seeks a Senior Customer Service Representative to act as the primary contact for top accounts. You will manage end-to-end order processes, resolve complex inquiries, and collaborate with Supply Chain, Planning, Quality, and Finance to ensure exceptional service and on-time delivery.

The role emphasizes data integrity in ERP systems, order accuracy, and continuous improvement while mentoring junior team members and supporting AR activities.

Qualifications

• Bachelor's Degree or 1-2 years equivalent experience.
• English and Spanish fluency; Portuguese is a plus.
• Working knowledge of logistics and manufacturing processes.
• ERP and MS Office proficiency; SAP experience a plus.

Responsibilities

• Serve as the dedicated CS representative for key accounts, building trusted relationships and delivering exceptional service.
• Manage end-to-end order fulfillment for domestic and international customers with proactive communication.
• Handle complex inquiries and escalations, ensuring timely resolutions and high customer satisfaction.
• Determine product availability, pricing, lead times, shipping needs, and communicate status and risks.
• Collaborate with Supply Chain, Planning, Manufacturing, Quality, Warehouse, Logistics, and Sales to resolve challenges.
• Lead CSRs and drive root-cause analysis and process improvements.
• Maintain ERP customer master data and support accounts receivable activities.

Skills

English fluency

Spanish fluency

Portuguese (benefit)

Education

Bachelor's Degree

Tools

Microsoft Office

SAP

Batch Master

Job description

Oterra, a global leader in naturally sourced colors, seeks a Senior Customer Service Representative to act as the primary contact for top accounts. You will manage end-to-end order processes, resolve complex inquiries, and collaborate with Supply Chain, Planning, Quality, and Finance to ensure exceptional service and on-time delivery.

The role emphasizes data integrity in ERP systems, order accuracy, and continuous improvement while mentoring junior team members and supporting AR activities.