Customer Service Rep. I

CUSTOMER SERVICE REP. IPOSITION OBJECTIVEProvide exceptional customer service by managing customer relationships and ensuring timely, accurate, and effective resolution of customer needs. Support customer satisfaction, operational excellence, and Formosa Global Solutions' reputation through consistent, professional, and responsive service.

Serve as the primary customer service contact for assigned accounts and coordinate customer requirements with Sales, the internal Logistics team, Accounting, and other internal functions. Work collaboratively with Logistics and coordinate with external carriers and service providers to support timely and effective order fulfillment and delivery.Exercise judgment in prioritizing customer needs, identifying and resolving service and operational issues, and determining appropriate solutions within established company policies and business guidelines. Proactively identify potential issues, coordinate corrective actions, and escalate matters requiring management review to support efficient operations and positive customer relationships.

MAJOR AREAS OF ACCOUNTABILITY

Customer Service & Relationship Management: Build and maintain strong customer relationships by providing responsive, professional service and ensuring timely resolution of customer inquiries and issues to achieve high levels of customer satisfaction.

Order Management & Customer Fulfillment: Manage the end-to-end customer order process by ensuring accurate order entry, documentation, pricing, inventory alignment, and timely fulfillment while meeting customer and business requirements.

Cross-Functional Coordination: Serve as the primary liaison between customers, Sales, overseas vendors, logistics providers, customs brokers, and internal departments to ensure seamless communication and successful execution of customer orders.

Import/Export & Logistics Support: Coordinate domestic and international shipments, manage shipping documentation, monitor transportation activities, and support logistics team to resolve logistics-related issues to ensure compliant and on-time product delivery.

Operational Accuracy & Financial Accountability: Ensure the accuracy of customer, vendor, pricing, shipment, and financial information by reviewing transactions, reconciling discrepancies, supporting payment processes, and maintaining data integrity.

Problem Resolution & Continuous Improvement: Analyze customer service and operational issues, recommend effective solutions, and contribute to process improvements that enhance efficiency, service quality, and overall business performance.

Business Operations Support: Support departmental objectives by maintaining customer and operational records, providing cross-functional backup, assisting with business implementation activities, and ensuring continuity of customer service operations.

QUALIFICATIONSPrevious Related Experience Required

1-3 years of customer service, order management, or supply chain experience preferred.

Experience supporting domestic and international customers, coordinating logistics, and managing customer orders in a fast-paced business environment.

Proficient in Microsoft Office applications, particularly Excel, Word, and Outlook.

Technical Skills Required to Perform This Job

Excellent written and verbal communication skills in English; multilingual proficiency preferred.

Ability to analyze and interpret customer orders, shipping documents, standard operating procedures, and business correspondence.

Strong problem-solving, organizational, and customer relationship management skills.

Working knowledge of order processing, logistics coordination, import/export documentation, and customer service processes.

Proficient in Microsoft Office (Excel, Word, Outlook) and business systems used for order and customer management.

Education

Bachelor's degree in Business, Supply Chain, Logistics, or a related field preferred.

Equivalent combination of education and relevant work experience may be considered.