Customer Service Representative


In this position, you will be responsible for servicing customers on OTC Business processes, to ensure to provide "Best in Class Service", and to execute the responsibilities with excellence. Primary objectives include efficient & accurate order processing; handling of credits, returns, and shipment tracking. Working closely with the warehouse to ensure timely shipment to the customer; address shipment service issues.


  • Manage daily order processing activities for domestic and/or international business
  • Communicate priorities and customer requirements to the warehouse; supply shipment paperwork to the warehouse (if required)
  • Manage customer returns, credits, etc.
  • Understand customer requirements and drive solutions to issue
  • Manage Customer Service outlook mailboxes; address questions and/or issues
  • Receive/track inbound complaints, shortages, replacement & damages. Process and authorize pick up/return of product
  • Monitor open orders to ensure timely shipment to customer
  • Stock management to ensure correct version of product to customer
  • Drive Service Level investigation and improvements by working collaboratively with the warehouse, Carriers, Customers, and cross functional departments
  • Updating Customer lists and Contacts
  • Update SAP tables as required (i.e. customer material # table, material determination, etc.)
  • Create customer master files


  • Bachelor's Degree or a minimum of 3 years Customer Service experience
  • Customer Service experience: 1 - 3 years of inputing customer orders; track/trace shipments; manage incoming calls, returns management; e-mail
  • Overall Logistics understanding: 1 - 2 years
  • Strong written and verbal communication skills
  • Proficient in Word, Outlook & Excel