Remote job
Customer Service Representative
Job details
About this role
Role overview
A customer service representative position based on site in the Vila Nova de Gaia area, supporting customers across a packaging and manufacturing business. The role acts as the central point of contact between clients and internal teams, owning the full order-to-delivery experience and driving continuous improvement in service quality. It suits someone who works autonomously, organises their own time, and builds strong relationships with both internal stakeholders and external customers.
Responsibilities
- Manage end-to-end order processing from placement through delivery, using CRM and ERP systems to keep records accurate and up to date. - Coordinate with supply chain, planning, logistics, production, finance, and sales to monitor customer requirements, flag potential delays, and propose alternatives when issues arise. - Prepare and lead quarterly, bi-yearly, or yearly performance reviews with customers and adjacent internal functions. - Handle a wide range of customer requests, share forecasts with neighbouring teams, and proactively manage finished goods levels and aged inventory. - Acknowledge and log customer complaints, ensure prompt feedback, coordinate returns, and expedite rush shipments as needed. - Process credit and debit notes together with finance, support disputed invoice resolution, and maintain customer knowledge including service level agreements and contracts.
Requirements
- Prior experience in a similar customer service role, ideally within packaging or manufacturing. - Working knowledge of SAP and Salesforce.com. - Strong Microsoft Excel skills. - Fluent in English and Portuguese; French or Spanish is a plus. - Strong interpersonal and communication skills with the ability to build collaborative relationships. - Self-motivated, well-organised, and comfortable working as part of a multi-structure team.
Nice to have
- Familiarity with continuous improvement methodologies and a track record of identifying better ways of working.
Benefits and work setup
- Permanent on-site contract based in the Vila Nova de Gaia area.