Senior Customer Care Representative

About the role

As a Senior Customer Care Representative you will own the end‑to‑end sales order process for assigned customers and affiliates, acting as the central link between customers, operations and sales teams. You will ensure orders are processed efficiently, accurately and cost‑effectively while maintaining high levels of customer satisfaction.

Key responsibilities

• Manage the sales order process from receipt through shipment following Customer Care guidelines.
• Provide support to customers and affiliates, confirming pricing, inventory availability and ship dates.
• Coordinate transportation with forwarders, handle international order documentation, and arrange inspections when required.
• Prepare invoices, debit/credit notes, notifications and manage customer returns.
• Collaborate with planning, operations and sales to meet delivery deadlines and set realistic customer expectations.
• Maintain accurate customer records, including contracts, labeling, packaging and stock requirements.
• Escalate and resolve customer complaints, determine corrective actions and communicate resolutions.
• Coach new Customer Care Representatives and identify opportunities for process improvement.

Required profile

• 3‑5 years of experience in a customer‑facing role within the industry.
• University degree in Business Administration, International Trade, Industrial Engineering or a related field.
• Strong understanding of Customer Care processes and order management.

Required skills

• Proficiency with SAP and associated processes.
• Advanced Excel skills (mandatory).