Customer Service and Administrative Assistant (CSR)

2025 December 16

Objective:
A Customer Service Representative (CSR) is a key point of contact for our customers, for
orders and supporting the communication with the Alcea Sales and Technical network. The
responsibilities will include inbound phone calls, addressing customers’ questions about
products and services, and processing orders, payments, etc.
The Customer Service Representative (CSR) will be part of the Alcea North America division of
the Alcea Group of companies. The CSR will have strong communication skills – verbal via
phone, written skills via e-mail, and use of ERP systems, Word, Excel and Power-point.
The above support by the CSR as part of the Alcea team is to maximize Alcea’s customer
satisfaction with Alcea’s products and services.
Responsibilities:
• Manage customer incoming phone calls, texts and, e-mails
• Manage customer orders – entry and confirmation, review of order pricing, creation of
packing lists and, co-ordinate shipment from a list of approved shipping companies;
invoicing and collection of Accounts Receivable
• Build sustainable relationships and trust with customers through open and interactive
communication
• Provide accurate, valid and complete information by using the right methods/tools
• Facilitate customer complaints with the Alcea Sales and Technical teams.
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Co-ordinate with Alcea North America Sales and Management team for incoming orders
and shipments from Alcea Europe
• Support the Alcea North America Sales and Management team for information
collection, training and requirements to support sales growth for Alcea’s direct customers
and distributors in North America. Computer and communication skills to support the
Sales and Technical team – used in the management of distributor and customer
requirements.
Skills, Knowledge, and Abilities:
• Proven customer support experience or experience as a CSR
• Strong communication skills – phone contact handling skills and active listening
• Familiarity with CRM and ERP systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Minimum High school diploma; College degree preferre