Job Description

• Serve as the primary internal point of contact for national and international B2B customers. Two sales managers are the external contact, besides the lab and the general manager.
• Respond promptly to inquiries regarding product availability, pricing, logistics, and freight.
• Maintain professional and culturally sensitive communication across time zones.

• Process and track orders from quotation to delivery - using SAGE.
• Coordinate with logistics, production, and sales teams to ensure timely fulfillment.
• Handle documentation for international shipments (e.g., commercial invoices, packing lists, certificates of origin).

• Build and maintain strong relationships with key accounts.
• Monitor customer satisfaction and resolve issues efficiently.
• Support account managers with customer insights and feedback.

• Maintain accurate records in ERP/CRM systems.
• Generate reports on order status, customer activity, and service metrics.

• Identify opportunities to improve customer service processes.
• Collaborate with cross-functional teams to enhance the customer experience.

• Proven experience in B2B customer service, preferably in industrial or raw materials sectors.
• Familiarity with international trade practices, including Incoterms and export documentation.
• Strong communication skills in English.
• Ability to work independently and manage multiple priorities.
• Experience working with technical products or industrial clients preferred.
• Understanding of supply chain and logistics in a global context.
• Prior exposure to ISO or other quality management systems preferred.

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