Customer Service Representative

Job Summary

The Customer Service Representative is responsible for processing customer orders, handling inquiries and ensuring timely and accurate service delivery while maintaining a positive customer experience.

Key Responsibilities

Order Management and Fulfilment

• Enter and process customer orders accurately in ERP systems.
• Confirm orders and provide delivery timelines.
• Track orders and ensure timely fulfilment.

Customer Experience Management

• Respond to customer inquiries via email, phone, or other channels.
• Provide updates on order status, delivery schedules, and issues.
• Resolve routine customer issues and escalate when necessary.

Service Performance and KPIs

• Ensure accuracy and timeliness in all data and customer interactions.
• Fulfil individual and contribute to team KPIs (OTIF, order accuracy, response time).

Cross-Functional Collaboration

• Liaise with logistics, warehouse, and planning teams to support order fulfilment.
• Follow up on delivery and documentation requirements.

Process Improvement and Systems

• Identify opportunities to improve workflows and service quality.
• Support implementation of new processes and systems.

Compliance and Governance

• Ensure accurate documentation and adherence to policies and regulations.

Financial and Operational Impact

• Support working capital management by ensuring timely invoicing, order accuracy, and dispute resolution.
• Collaborate with relevant stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through initiatives that improve operational efficiency.

Additional Responsibilities

• Perform other duties as assigned to support business objectives.

Qualifications & Experience

Education

• Diploma in business administration, Supply Chain Management, Logistics or related discipline.

Experience

• Fresh graduate or 1-2 years of experience in customer service, order management or supply chain operations.
• Strong problem-solving and communication skills.
• Prior experience in chemical distribution, manufacturing or B2B industrial environments is preferred.
• Fluent in English (both spoken and written) is mandatory.

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.

Brenntag TA Team