Customer Service Officer

About the role

The Customer Service Officer provides expert internal and external support to the Inside Sales Team and customer engagements, ensuring smooth order‑to‑invoice processes and high‑quality service delivery.

Key responsibilities

• Handle complex order discrepancies, interface directly with customers, and recommend solutions.
• Manage the full Order‑to‑Invoice cycle: order entry, value‑added order processing, and maintenance of customer order formats (Excel, PDF, fax).
• Submit SSRQ (SIMS Setup Request) for Value‑Added, NCNR, and COP items; set up MyArrow accounts and maintain PCPRCE 2 pricing data.
• 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 analyses, and customer surveys (NAFTA, ISO, quality).
• Assist Inside Sales with Quote‑to‑Order activities: load SDT quotes, forward PDFs to Quote Center, monitor PM views, and coordinate contract signatures.

Required profile

• 2‑year degree with 2–4 years of relevant experience, or high‑school graduate with equivalent experience.
• Entry‑level to junior professional with formal training or comparable work experience.
• Ability to work under moderate supervision and follow established procedures.

Required skills

• Excel
• PDF handling
• Fax processing
• MyArrow account management
• PCPRCE 2 pricing system
• SIMS Setup Request (SSRQ)
• e‑Compass reporting
• Forecast Response tools
• SDT (Sales Desktop) quoting
• Quote Center platform