General SummaryThe Senior Customer Service Representative serves as a key customer advocate and subject matter expert within the Customer Service team. This role is dedicated to supporting Oterra's largest and most strategic customer accounts, providing a high level of service, proactive communication, and end-to-end order management. The Senior Customer Service Representative acts as the primary customer contact for assigned key accounts, building trusted relationships while ensuring exceptional execution and responsiveness. This role is responsible for resolving escalated customer issues, mentoring team members, driving continuous improvement initiatives, and serving as a liaison between customers and internal business functions. The Senior Customer Service Representative partners closely with Sales, Supply Chain, Planning, Quality, Operations, Logistics, and Finance to deliver outstanding customer experience while balancing customer needs.Principal Duties And Responsibilities Serve as the dedicated Customer Service Representative for Oterra's largest and most strategic customer accounts, building trusted relationships and ensuring an exceptional customer experience.Manage the complete order fulfillment process for assigned domestic and international customer accounts, including order entry, order management, delivery coordination, and proactive communication.Serve as the primary point of contact for complex customer inquiries, escalations, and service-related issues, driving timely resolution while maintaining a high level of customer satisfaction.Determine product availability, pricing, lead times, shipping requirements, and customer-specific needs while proactively communicating order status, risks, and potential solutions.Partner with Supply Chain, Planning, Manufacturing, Quality, Warehouse, Logistics, and Sales to resolve supply, production, inventory, and delivery challenges affecting customers.Lead the coordination and resolution of Customer Service Requests (CSRs), ensuring appropriate ownership, root cause identification, and customer communication throughout the resolution process.Build strong cross-functional relationships to identify process improvements, reduce service disruptions, and improve the overall customer experience for assigned accounts.Act as a subject matter expert for ERP processes, customer account management, and customer service best practices while mentoring and providing guidance to Customer Service Representatives.Maintain customer master data within ERP and supporting systems to ensure data integrity and compliance with customer requirements.Support Accounts Receivable activities, including customer invoicing, collections support, account reconciliation, and issue resolution in partnership with Finance.Coordinate sample requests, technical documentation, regulatory documentation, and other customer support activities on behalf of Sales and internal stakeholders.Monitor customer service metrics, identify trends, and recommend corrective actions to improve service levels, order accuracy, and operational efficiency.Participate in continuous improvement initiatives, SOP development, system enhancements, and cross-functional projects that improve customer satisfaction and business performance.Assist with onboarding and training new Customer Service team members while promoting standardized processes and knowledge sharing.Participate in required training and maintain knowledge of company products, systems, policies, and customer requirements.
