Senior Customer Support Associate

About the role

The Senior Customer Support Associate executes day‑to‑day service tasks, handling recurring inquiries, order issues and product questions while ensuring high customer satisfaction.

Key responsibilities

• Log customer interactions, escalate unresolved issues, and follow up to ensure timely resolution.
• Process inbound sales and communications (calls, emails) related to order status, delivery, billing, and product information.
• Own the customer request from initiation to conclusion, including order placement, delivery coordination, and invoicing.
• Collaborate with sales, suppliers and external sales force on pricing, order blocks, and documentation requests.
• Identify process‑improvement opportunities and make recommendations.

Required profile

• Strong adherence to performance metrics such as schedule adherence, productivity and quality standards.
• Ability to make decisions based on policies and past precedence, seeking guidance when needed.
• Experience handling complex customer issues and providing product recommendations.

Required skills

• Proficiency with multiple complex systems and programs for order and information research.
• Effective written and verbal communication with customers and internal teams.