Lead Customer Service Agent

The company is looking for Lead Customer Service Agent for maternity leave (замещение на период декретного отпуска).

Qualification requirements:

1. Education & Experience

• • Bachelor’s degree is required. Preferred fields include Logistics, Supply Chain Management, International Relations, Business Administration, or a related discipline.
  • 2–4 years of relevant experience in Customer Service, Logistics, Import/Export, or Supply Chain.
  • Experience working in a multinational company is highly preferred due to the complex compliance and reporting standards involved.

2. Hard Skills

• 1C and 1C.ERP Systems (Critical):
  • Proficiency in 1C is typically a mandatory or highly desired requirement.
• Logistics & Export Knowledge:
  • Understanding of Incoterms and local customs regulations (Kazakhstan customs union rules).
  • Experience handling shipping documentation (waybills, invoices, certificates of conformity).
• MS Office:
  • Advanced Excel skills (VLOOKUP, Pivot Tables) are often required for reporting and tracking order status.

3. Language Skills

• English: Intermediate to Advanced (B2/C1). Candidate must be able to communicate with Europe SC and use English software systems.
• Russian: Fluent/Native. Primary language for local business communication and documentation.
• Kazakh: Fluent/Native. Increasingly required for government documentation and communication with local entities.

Roles and responsibilities of CS position:

Order Processing:

• Order Processing: Receiving purchase orders (POs) from clients via email or portals and entering them into the 1C system .
• Logistics Coordination: working with warehouses and local carriers to arrange delivery to customer sites (Internal and export to Central Asia countries).
• Inventory Monitoring: Checking stock levels to ensure requested chemicals are available and notifying the supply chain team if stock is low.
• Delivery Tracking: Keeping the client updated on shipment status and resolving delays caused by weather or customs.

2. Documentation & Compliance

• Invoicing & Billing: Generating accurate invoices and ensuring they are uploaded to client portals to prevent payment delays.
• Documentation: Providing Safety Data Sheets (SDS), Certificates of Analysis (CoA), and Certificates of Origin for every shipment (shipping docs).
• Customs Support: If products are imported, assist in providing documents required for customs clearance (EAC certification, etc.).

3. Client Issue Resolution

• Dispute Management: Investigating "short shipments" (missing product), damaged goods, or billing errors.
• Technical Triage: When a client calls with a chemical/technical problem (e.g., "The pumps aren't dosing correctly"), identifies the issue and routes it to the correct Field Engineer or Technical Specialist immediately