Senior Customer Service Representative

Senior Customer Service Representative Join an international company and play a key role in coordinating customer operations, order management and cross-functional processes in a dynamic business environment 🚀 An international company operating in the field of technical products and solutions is expanding its team and recruiting a Senior Customer Service Representative, a key role focused on order management and operational process coordination. Key Responsibilities · Own and manage end-to-end order processing in SAP Business One (or equivalent ERP), including orders received via email, CRM, EDI platforms, phone, and other channels · Ensure accuracy and compliance of all order-related data (pricing, discounts, customer details, delivery terms) before processing · Handle complex customer inquiries, escalations, and issue resolution in a timely and professional manner · Issue invoices, proforma invoices, credit notes, cancellations, and discount approvals in line with company policies · Act as a key point of contact for Sales and Warehouse teams, ensuring alignment on order status, stock availability, and delivery timelines · Coordinate with logistics and warehouse teams on shipments, AWBs, delays, returns, and stock discrepancies · Monitor and manage cross-company and intercompany orders, ensuring correct processing and communication · Generate and analyse reports from SAP (e.g., sales performance, backlog, order accuracy), providing insights and recommendations · Maintain and continuously improve customer master data quality in SAP · Drive process improvements to optimize order-to-cash workflows and enhance service efficiency · Create and manage tickets in Zoho Desk (or equivalent CRM), ensuring proper categorization and follow-up · Support automation initiatives and ensure proper usage of digital tools for invoicing and communication Position Requirements · Proven experience (typically 3–5+ years) in a customer service or order management role within a fast-paced, sales-driven environment · Strong working knowledge of ERP systems (SAP Business One or similar); advanced user preferred · Solid understanding of order-to-cash processes, invoicing, and logistics coordination · Excellent problem-solving skills and ability to handle escalations independently · High attention to detail with a proactive and solution-oriented mindset · Strong communication skills (written and verbal), with the ability to collaborate cross-functionally · Ability to prioritize, manage workload, and meet tight deadlines · Experience with CRM/ticketing systems (e.g., Zoho Desk, Customer portal) is an advantage · Advanced Excel/reporting skills are a plus · English – minim B2 Department BPO/SSC Role Customer Service Representative Locations Cluj-Napoca Remote status Hybrid About Sales Consulting As a leading provider of Human Resources consulting services in Transylvania, we deliver regional coverage and specialized expertise across four core areas: recruitment and selection, personnel leasing, assessment centers and HR consultancy. With a strong and consistent presence on the Romanian market, we continue to consolidate our position through a strategic commitment to continuous improvement and alignment with evolving business needs. Our success is founded on the professionalism of our services, the multidisciplinary capabilities of our consulting team, and the long-standing partnerships we maintain with clients who rely on our support in navigating complex HR challenges. We collaborate with organizations across a broad range of industries, including IT&C, automotive, outsourcing, pharmaceutical, banking, FMCG and others, building sustainable, long-term relationships that contribute to their organizational growth. Guided by the principles of client orientation, teamwork, flexibility, excellence, dedication, and responsibility, we remain focused on delivering measurable value and consistently high-quality services to our partners. Founded in 1998 Coworkers 130 Turnover 6M