Customer Service Representative

Logistics Service Role

As a key member of our team, you will be the direct link with clients, ensuring an outstanding service experience in every interaction. Your mission will be to manage the purchase order with all the activities involved, ensuring agile and precise processes that strengthen the trust and loyalty of our clients.

Additionally, you will be responsible for ensuring compliance with the company's quality and efficiency standards, contributing to the achievement of key indicators such as customer satisfaction and logistics performance.

This role requires a person with a strategic vision, effective communication skills, and a focus on detail, who understands the importance of logistics as a driver of the customer experience and organizational success.

Main Responsibilities:

• Be the key point of contact with clients, ensuring clear, empathetic, and effective communication.
• Manage the purchase order with all the activities involved, from reception to final delivery.
• Coordinate with internal areas (sales, operations, transportation, warehouse) to ensure compliance with times and quality standards.
• Follow up on orders, returns, and claims, offering quick and precise solutions.
• Monitor logistics performance indicators (OTIF, Fill Rate, Rejects & Returns, Satisfaction Survey, Complaints & Claims) and propose improvements.
• Anticipate customer needs, identifying opportunities for optimization in processes and service.
• Ensure compliance with internal and external policies, procedures, and regulations related to logistics.
• Generate management reports and analyses that allow for strategic decision-making and improve the customer experience.
• Validate and manage Credit Notes, ensuring their correct application and ensuring timely and accurate communication with clients.

Who You Are:

Educational background: Professional in Business Administration, Business, Logistics, Industrial Engineering, or related fields.

Technical knowledge: Mastery of logistics processes: order management, deliveries, returns, credit notes, and transportation tracking. Proficiency in ERP systems (SAP, Power BI, etc.) and customer platforms. Intermediate or advanced Excel skills and data analysis abilities. Knowledge in document management and analysis of service indicators (OTIF, Fill Rate, Rejects & Returns, Satisfaction Survey, Complaints & Claims).

Desired experience: 2 to 3 years in customer service, ideally in large companies, retail, or logistics. Handling corporate clients and order platforms. Experience in delivery follow-up, claim management, and coordination with transportation.

Competencies:

Clear and assertive communication, oriented to the client and effective management with internal areas. Problem analysis and resolution capacity, ensuring timely and effective responses.

Organization, prioritization, and time management in high-demand environments. Teamwork and positive interaction with areas such as transportation, operations, and sales. Critical thinking and focus on continuous improvement.

What We Offer:

Join a team committed to providing exceptional experiences to our clients. At Essity, you will find an environment where you will feel valued, with opportunities to learn, grow, and take on new challenges in an open, collaborative, and purposeful setting.

Innovate for good | Excel together | Be yourself with us

Location: Santo Domingo, Dominican Republic.