Costumer Service Representative

The Customer Service Representative supports the end-to-end customer lifecycle by providing customer service, contract administration, order processing, billing support, and over all coordination. This role serves as a primary liaison between customers, sales representatives, sales leadership, and internal partners to ensure accurate contract setup and maintenance, timely order and billing processing, effective dispute resolution, and adherence to established business processes and policies.

• Responds to customer, sales representative, and sales management inquiries via phone, email, fax, and Microsoft Teams.
• Documents and maintains customer interactions, cases, and requests in designated systems.
• Sets up, maintains, modifies, and reconciles customer and sales representative contracts.
• Processes contract renewals, expirations, transfers, and cancellations.
• Processes purchase orders and contract shipping orders and resolves order holds.
• Prepares billing requirements, contract statements, and supports invoicing.
• Generates billing corrections (e.g., invoice adjustments, credit/debit memos, and rebills) by researching discrepancies, validating support, and coordinating updates with internal partners.
• Researches and resolves invoice, billing, and payment disputes.
• Manages customer portal registrations and invoice submissions.
• Performs additional related duties as required.
• Candidate Requirements

• Fluency in English with exceptional written and verbal communication skills
• Computer literacy (SAP, Salesforce, Microsoft Office, Gmail and Google documents).
• Ability to report to work on time and perform full shift (as there is a requirement to cover different time zones shift times may end as late as 7:00pm Eastern Standard Time)
• High speed internet access for occasional work from home capabilities and knowledge of basic computer set up.
• Ability to work on local holidays to support the North American business.
• Professional communication skills. Should be able to communicate with peers, customers and vendors both verbally and via e-mail in a respectful and friendly manner when under stress.
• Active listening skills. Ability to ask probing questions, understand concerns and overcome objectives.
• Ability to build relationships by phone and e-mail.
• Ability to work in a fast-paced environment. Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines.
• Attention to detail. Should be able to complete accurate data entry tasks.
• Highly action‑oriented and self‑directed, with a strong ability to act on feedback, drive positive results, and quickly learn new processes and systems.
• Collaborative team player. Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy.
• Desire to challenge current processes for improvement.

Knowledge and Skills

Strong attention to detail; excellent written and verbal communication skills; ability to manage multiple priorities; strong problem-solving skills; proficiency with Microsoft Outlook, Excel, and Word; ability to learn CRM, ERP, and contract systems.

Core Competencies

Customer focus, communication, problem solving, process management, organization, time management, composure, and drive for results.

Supervision and Autonomy

Works under general supervision with established policies and procedures. After training, performs duties independently with support as needed.

Working Conditions and Physical Requirements

Standard office environment with occasional physical activity consistent with normal office duties.

Na Selpe Gente e Gestão, acreditamos que cada carreira é única e que toda jornada profissional merece ser construída com propósito e as conexões certas.

Somos especialistas em aproximar talentos de oportunidades que realmente fazem sentido. Mais do que vagas, oferecemos experiências que impulsionam o crescimento profissional, respeitando o momento, as ambições e o potencial de cada candidato.

Somos uma consultoria de RH que trabalha com soluções para todo o Ciclo de Gente e Gestão, com equipes dedicadas, inteligência artificial aplicada de maneira intencional, recrutamento e seleção descomplicado. Ao longo da nossa trajetória de mais de 60 anos, temos apoiado milhares de pessoas a encontrarem caminhos alinhados aos seus objetivos, por meio de processos seletivos transparentes, humanizados e orientados ao desenvolvimento. Aqui, você não é apenas mais um currículo: é protagonista da sua história.

Se você busca evoluir, se desafiar e encontrar oportunidades em empresas que valorizam pessoas, você está no lugar certo: vamos juntos dar o próximo passo na sua carreira.