Customer Service Officer

About the role

The Customer Service Officer will provide expert internal and external support to the Inside Sales Team and our customers, ensuring smooth order‑to‑invoice processes and high‑quality service throughout the sales cycle.

Key responsibilities

• Handle complex order discrepancies, interface directly with customers and propose solutions.
• Manage the full Order‑to‑Invoice process: order entry, value‑added order entry, inbound order formats (Excel, PDF, fax), SSRQ setup, NCNR and COP handling, and MyArrow/PCPRCE 2 maintenance.
• Support sales with demand planning, quality assurance, e‑Compass and forecast response reporting, and act as first escalation point for expedites.
• Process branch service requests, RMA, CAR, FQR analysis, customer surveys and post‑delivery issue resolution.
• Assist Inside Sales in Quote‑to‑Order activities: load SDT quotes, forward PDFs, monitor quote status, order samples and coordinate contract signatures.
• Conduct manual inventory sweeps, manage consignment inventory and contract refresh clauses.

Required profile

• 2‑year degree with 2–4 years of relevant experience, or high‑school graduate with equivalent experience.
• Entry‑level candidate with solid knowledge of order management and sales support processes.
• Ability to work under moderate supervision and follow established procedures.

Required skills

• Proficiency in Microsoft Excel.
• Experience with order entry systems such as SIMS, MyArrow and PCPRCE 2.
• Familiarity with Sales Desktop (SDT) quote management.
• Use of e‑Compass and forecasting/reporting tools.
• Handling of PDF documents and fax/Excel order formats.