Senior Customer Service Representative

Process customer transactions accurately, including quotations, purchase orders, deliveries, returns, and related documentation.

Conduct Contract Reviews for all customer purchase orders in compliance with HFS procedures and policies.

Coordinate and manage large RFQ spreadsheets across multiple HFS sites in collaboration with Product Management.

Prepare competitive and profitable customer quotations aligned with company objectives.

Build and maintain strong, long-term customer relationships to ensure satisfaction and business growth.

Manage daily customer communications (email and phone), ensuring timely and professional responses.

Liaise closely with the Sales team and cross-functional departments including Product Management, Shipping, Planning, Engineering, Quality, and Credit.

Maintain accurate and organized customer files and documentation.

Coordinate goods delivery and provide shipping notifications to CSSR upon customer confirmation.

Support Accounts Receivable follow-up by reviewing A/R reports and contacting customers regarding payment status, including past-due invoices.

Update backlog data in the system in coordination with the CSSR team and manage shipping schedule changes with customers.

Maintain and update quotation tracking records.

Perform high-volume data entry with strong attention to detail.

Lead and guide the CSR team to ensure operational efficiency and service excellence.

Ensure compliance with company policies and procedures.

Proactively support initiatives to grow HFS business.

Undertake additional responsibilities as assigned by the Sales Manager.