CUSTOMER SERVICE REP. I

CUSTOMER SERVICE REP. I 

POSITION OBJECTIVE

FGS continues to expand its steel business, with increasing order volumes from both domestic and international customers. To support this growth, we are committed to delivering efficient, high-quality service that consistently meets customer standards, while enhancing Formosa’s brand and reputation through the timely and reliable delivery of services, documentation, and products to both existing and prospective customers.

MAJOR AREAS OF ACCOUNTABILITY

Customer Service & Communication

• Respond to daily customer emails, inquiries, and requests in a timely, professional, and courteous manner.
• Provide accurate information regarding orders, pricing, product availability, shipment status, and documentation.
• Follow up on customer requests and ensure responses and required actions are completed accurately and timely.

Order Entry, Processing & System Accuracy

• Accurately enter and process customer purchase orders and sales orders into internal systems, including product, quantity, pricing, delivery dates, and shipping information.
• Review and verify orders for completeness and accuracy against customer requests and supporting documentation before processing.
• Process order changes, revisions, and cancellations accurately and in a timely manner.
• Maintain accurate and up-to-date customer, order, pricing, product, and shipment information in internal systems and supporting documents.
• Identify and correct missing or inaccurate information and follow up with customers or internal departments as needed to ensure data integrity.

Coordination & Support

• Coordinate with various teams/departments to follow up on customer requests, orders, and required actions.
• Communicate accurate order information and updates to the appropriate internal teams and escalate issues or discrepancies as needed.
• Maintain organized customer and order records and assist with routine reports, spreadsheets, data entry, and other administrative activities to support daily department operations.

QUALIFICATIONS

Previous Related Experience Required 

• 1–3 years of experience in customer service or related systems experience
• Ability to manage small, medium, and large accounts across a variety of products
• Experience handling logistics-related issues, including ramp, terminal, port, and vessel operations, while ensuring customer satisfaction
• Proficiency in Microsoft Office applications

Technical Skills Required to Perform This Job

• Ability to read, analyze, and interpret emails, purchase orders, standard operating procedures (SOPs), and other job-related documents
• Strong written communication skills, with the ability to compose clear and professional emails
• Excellent phone etiquette, with the ability to provide shipment status updates to customers, brokers, and customs officials
• Proven problem-solving skills, with the ability to handle practical issues and adapt to situations with limited standardization
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook

Education (Minimal Education Needed)

• 4-year college degree
• 4 years business related work preferred

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