Customer Service Representative (CSR)

About the role

The Customer Service Representative (CSR) will manage purchase orders from third‑party partners and direct customers, ensure accurate backlog updates, and drive timely revenue recognition. The role also involves mentoring team members and collaborating with commercial and operational functions to improve processes.

Key responsibilities

• Process purchase orders received from TPPs and direct customers within the assigned territory.
• Maintain and update backlog and revenue recognition files, driving daily management.
• Generate invoices and handle monthly billings promptly.
• Prepare and submit export documentation to support revenue recognition.
• Communicate order status clearly to TPPs and customers.
• Handle customer calls, taking ownership of inquiries.
• Address pricing, stock availability, delivery, order status and product information queries.
• Collaborate with commercial operations and internal support functions to foster growth and continuous improvement.
• Coordinate with Sales Administration, Logistics and Purchasing to confirm delivery, installation and warranty terms.
• Support commercial forecast accuracy by providing estimates throughout the month.
• Assist in the integration of newly acquired businesses.
• Mentor and support colleagues within the team.

Required profile

• Minimum 5 years of experience in a customer support role.
• Fluent in English and French; Arabic is an advantage.
• Strong organizational competencies with attention to detail.
• Enthusiastic attitude with excellent communication skills.

Required skills

• Proficiency with ERP systems.
• Good IT skills.