Customer Service Representative Backoffice

The Customer Service Representative Back Office serves as a key support function within the Customer Service organization, ensuring the accurate and timely processing of customer requests, order management activities, and administrative tasks. Acting as a crucial link between customers, sales teams, supply chain, and other internal departments, the role focuses on operational excellence, data accuracy, and process efficiency.

The purpose of the Customer Service Representative Back Office role is to provide efficient operational support, ensure seamless customer service execution, maintain high-quality data and documentation standards, and contribute to a positive customer experience by enabling timely and accurate service delivery.

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  Advanced problem-solving abilities to handle complex customer issues

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  Strong decision-making skills

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  Ability to adapt to changing situations and handle ambiguity

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  Ability to listen to others and understand their needs,

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  Effective communication and time management skills

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  Comprehensive understanding of the company's products or services to provide accurate information and support.

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  Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.

• Leadership skills: Ability to inspire, motivate, and lead a team towards common goals.

• Fluent in English.

• Manages order or complaint / credit management in a specific division, country, or set of customers.

• Experienced at effectively handling conflict situations.

• Acts as a team leader coordinating the work of others but not a formal supervisor.

• Suggests improvements to existing processes and solutions.

• Identifies and solves problems, which may be brought from other functions, and is consulted from TCS admins/ TCS Planner when problems arise with little or no precedent.

• Is the contact point with the supervisor for escalation or for cascading information to the team.

• Supports in the workload balance.

• Applies knowledge of business and the marketplace to advance the organization's goals.

• Capable to manage a small project.

• Advanced computer skills and SAP / ERP knowledge.

• Recommend 4+ years Customer Service Experience (internal/ external)

• Fluent in English

• Intermediate computer Skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email, ERP systems (SAP/JDE/AS400)

• Has developed specialized skills or is multi-skilled in own work area

• Person in this band may:

• Manage orders or claims / credits on multiple countries or divisions

• Be a Product / Account / Customer expert

• Be a user group member

• Be a Local team trainer

• Be a E-business coordinator

• Be Proficient in Continuous Improvement

• Be Proficient in Project Management

• High School diploma or equivalent is the minimum requirement.