13 mar
Entrepreneur Cooperative
Bogotá
*** PLEASE SUBMIT YOUR CV IN ENGLISH***
Customer Service Representative BE
Location: Remote
Department: Customer Service
Reports To: Senior Customer Experience Manager
Employment Type: Full-Time
Role Overview:
The Customer Service Representative plays a crucial role in supporting our customer operations. This role provides back-office support for order management, customer inquiries, and transactional communication. The representative will work closely with the Senior Customer Experience Manager to ensure smooth operations, timely responses, and high levels of customer satisfaction.
Key Responsibilities:
Customer Interaction & Communication
- Serve as a primary point of contact for customer inquiries via email, phone,
and support tickets.
- Manage transactional communications such as order confirmations, back-order notifications, and product updates.
- Address order status inquiries, tracking requests, pricing updates, and invoice copies.
- Assist in resolving customer concerns related to order discrepancies, damaged products, and returns.
- Coordinate with sales teams, brokers, and distributors to facilitate seamless customer communication.
- Utilize HubSpot for managing customer interactions, tracking inquiries, and ensuring timely follow-ups.
Order Management & Operational Support
- Process and validate customer orders across various sales channels, including dropship, standard stock, and custom print.
- Utilize ERP systems (NetSuite preferred) to enter, track, and manage customer orders accurately.
- Audit pricing, shipping addresses, and special requests to ensure order accuracy.
- Assist in backorder management, including proactive customer communication regarding inventory status.
- Work closely with logistics and supply chain teams to track shipments, manage delivery issues,
and process returns.
- Maintain customer account profiles in NetSuite and HubSpot, ensuring updated records and accurate information.
Process Improvement & Support
- Identify bottlenecks in customer service workflows and recommend improvements for efficiency.
- Document standard operating procedures (SOPs) for order processing and customer support functions.
- Support the Senior Customer Experience Manager with escalations, customer reports, and project-based initiatives.
- Assist in customer onboarding, including account setup and credit application coordination.
Qualifications & Skills:
- 1-3 years of experience in customer service, order management, or sales support, preferably in a B2B or packaging/manufacturing industry.
- Experience working with ERP systems (NetSuite preferred) and CRM tools (HubSpot required).
- Strong written and verbal communication skills, with an ability to craft clear and professional emails.
- Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and customer service ticketing systems.
- Highly organized, detail-oriented, and capable of managing multiple customer accounts simultaneously.
- Ability to collaborate cross-functionally with sales, operations, and logistics teams.
- Experience working with distributors, brokers, or e-commerce customers is a plus.
Why Join Us?
- Be part of a company making a difference in sustainable packaging solutions.
- Work in a collaborative and innovative environment with growth opportunities.
- Gain experience in customer experience management, supply chain operations, and ERP/CRM systems.
- Competitive compensation, benefits, and potential for career advancement.
We'd love to hear from you if you’re passionate about customer service, operational excellence, and sustainability! Apply today to join our team.
This is a remote/telecommute position.
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