Customer Service Representative

Customer Service Representative (IC Specialist)

About Optimas Solutions:

Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.

Our Valuesare theTHREADthat connects us as one team to ensure that we are accountable for our contributions to the success of our company and customers:

• Teamwork
• Honesty
• Respect
• Excellence
• Accountability
• Drive

To learn more, please visit our website http://www.optimas.com

Position overview:

We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to join our team. The CSR will be responsible for managing and processing intercompany orders, ensuring accuracy and efficiency in order fulfillment. This role involves close coordination with internal teams, including Sales, Supply Chain, and Finance, to ensure seamless order processing and timely delivery.

This role will coordinate with the Optimas US and UK teams however it is based out of our Pune, India office and will match the US working hours (3rd shift in India).

Main Responsibilities:

• Order Processing: Accurately create and manage intercompany orders, ensuring all necessary details are captured and orders are processed in a timely manner.
• Customer Support: Provide exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction throughout the order lifecycle.
• Coordination: Liaise with internal departments, including Sales, Supply Chain, and Finance, to ensure that orders are processed smoothly and any potential delays or issues are communicated and resolved promptly.
• Documentation: Maintain accurate records of all intercompany orders, including order confirmations, shipment details, and invoices. Ensure that all documentation complies with company policies and procedures.
• Problem Resolution: Identify and resolve any discrepancies or issues related to intercompany orders, including inventory shortages, pricing errors, or delivery delays. Escalate complex issues to the appropriate teams when necessary.
• Reporting: Generate and analyze reports on order status, fulfillment rates, and other key metrics to support decision-making and continuous improvement.
• Continuous Improvement: Participate in process improvement initiatives to enhance efficiency, reduce errors, and improve overall customer satisfaction.
• Compliance: Ensure all intercompany orders are processed in compliance with company policies, industry regulations, and contractual agreements.

Key Competencies:

The ideal candidate must have the following competencies:

• SLA Driven
• Results driven.
• Open to change.
• Collaborative
• Customer value and Market focused.

Skills and Qualifications:

• Education: College education or Bachelor’s degree required.
  
• Experience: 2+ years of customer service experience, preferably in a distribution or fastener background.
  
• Skills:

• Strong organizational and time management skills.
• Excellent communication skills, both verbal and written.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Familiarity with ERP systems (e.g., SAP, Oracle) is preferred.
• Ability to multitask and work in a fast-paced environment.
• Problem-solving skills with a customer-first mindset.
• Excellent communication and interpersonal skills.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems.
• Attention to detail and accuracy in data entry and documentation.

• Attributes:

• Detail-oriented with a high level of accuracy.
• Ability to work independently as well as collaboratively in a team environment.
• Strong interpersonal skills with the ability to build positive relationships with internal teams and customers.

• Schedule: Full-time position, Monday through Friday (US Hours), with occasional overtime as required.
  
• Environment: Office-based role with occasional interactions with other departments or warehouse operations.

• Compensation:

The salary will be commensurate with experience. We offer a market competitive benefits package, including Insurance. [GK1][ME2]Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Page | 1

[GK1]What to include here?

[ME2]Let's add this revised paragraph for all of them