Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The Customer Service Specialist I manages order backlogs and communicates with internal customers in EMEA and NA.
Key Responsibilities
• Act as the coordination hub between Supply Chain functions and internal, prioritizing requests to the right department. Track, follow up, and close inquiries from internal customers, updating them on their requests/orders.
• Operate globally within a follow-the-sun organization, managing cases from other geo-regions as needed.
• Review backlog daily, correcting order problems, seeking alternative supply sites or engineering inventory.
• Adjust order priorities in the system based on field service team input.
• Participate in weekly/monthly meetings with field service and/or tech support managers, updating them on the current backlog situation and countermeasures.
• Communicate encouraged delivery dates for parts to field service engineers.
• Maintain metrics and actions to address Supply Chain-related complaints.
• Handle and update complaints within the SAP CRM tool.
• Prepare and host meetings to address blocking issues.
• Ensure advanced orders are prioritized appropriately and progress is reported to collaborators.
• Enter orders for internal offices not on SAP or without automated systems.
• Proactively react to incoming information, take action, report to partners, and seek countermeasures.
• Additional tasks as assigned.

Minimum Qualifications
• High School Diploma or equivalent required; Bachelor’s degree preferred.
• 2+ Years Experience in Supply Chain, Demand Planning, or related order administration/logistics
• Strong attention to detail and analytical skills.
• Advanced English proficiency (written and verbal).
• Experience working with ERP/CRM systems.
• Proficiency in Microsoft Office and other Windows-based tools.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with the ability to work effectively in a matrix organization.
• Ability to work under pressure and meet deadlines.