Customer Service Officer – Internal & External Support

About the role

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

Key responsibilities

• Handle complex customer discrepancies, recommend solutions, and coordinate with internal sales staff.
• Manage the full Order to Invoice process, including order entry, value‑added order entry, and maintenance of customer order formats (Excel, PDF, fax).
• Submit SIMS Setup Requests (SSRQ) for Value Added, NCNR, and COP items, and maintain MyArrow accounts and PCPRCE 2 pricing data.
• Support sales with demand planning, quality assurance, e‑Compass and Forecast Response reporting, and act as the first escalation point for expedites.
• Process branch service requests, RMA, CAR, FQR analyses, and customer surveys, while resolving post‑delivery issues.
• Assist Inside Sales with Quote‑to‑Order tasks, including loading SDT quotes, forwarding PDFs, monitoring PM views, and coordinating contract signatures.

Required profile

• 2‑year degree or equivalent high‑school graduate with relevant experience.
• 2–4 years of experience in customer service, sales support, or related functions.
• Ability to work under moderate supervision and follow established procedures.

Required skills

• Proficiency with Excel and PDF document handling.
• Experience using Infosys, MyArrow, and PCPRCE 2 systems.
• Familiarity with Sales Desktop (SDT) quoting tools.
• Knowledge of e‑Compass and Forecast Response reporting.