Odoo Customer Service Representative

Description The Customer Service Representative (CSR) will provide professional and responsive support to residential and commercial customers for a leading tile manufacturer and distributor. The role involves handling customer inquiries, orders, returns, follow-ups, product and pricing questions, inventory availability, and order status updates via phone and email. The successful candidate will maintain accurate customer records in the CRM and ticketing systems, with Odoo ERP/CRM experience being required, and will work closely with sales, warehouse, and logistics teams to ensure orders are fulfilled efficiently and customer issues are resolved promptly. The ideal candidate will have previous customer service experience, strong communication and organizational skills, attention to detail, and the ability to learn and adapt to new systems and processes in a fast-paced environment. Experience in manufacturing, distribution, construction materials, flooring, or tile is advantageous.

Requirements Previous customer service experience – Required. Odoo ERP/CRM experience – Required. Strong communication skills – Excellent verbal and written English. Customer-focused approach – Able to handle customer queries and concerns professionally. Order processing experience – Experience managing orders, returns, follow-ups, and order status updates. CRM/Ticketing systems – Comfortable maintaining accurate customer records and tracking interactions. Strong attention to detail – Able to process information accurately and avoid errors. Organizational skills – Able to manage multiple tasks, customer requests, and follow-ups simultaneously. Problem-solving skills – Able to investigate and resolve customer issues efficiently. Technology proficiency – Comfortable learning and using new software, systems, and processes. Team collaboration – Able to work effectively with sales, warehouse, and logistics teams. Fast-paced environment – Comfortable working under pressure while maintaining service quality. Remote work capability – Able to work independently in a remote environment. Industry experience – Manufacturing, distribution, construction materials, flooring, or tile experience is advantageous but not essential. Inventory coordination – Familiarity with inventory availability and order fulfillment is beneficial.

Responsibilities Provide professional and responsive customer service to residential and commercial clients via phone and email. Process customer orders, returns, inquiries, and follow-ups accurately and efficiently. Use Odoo ERP/CRM to manage customer information, orders, and service-related records. Assist customers with product information, pricing, inventory availability, and order status. Respond to and resolve customer concerns and complaints in a timely and professional manner. Maintain accurate and up-to-date customer records in CRM and ticketing systems. Coordinate with Sales, Warehouse, and Logistics teams to ensure orders are fulfilled correctly and on time. Follow up on outstanding orders, customer requests, and issues through to resolution. Ensure accurate communication and documentation of customer interactions and order details. Learn and follow company systems, processes, workflows, and operational procedures. Manage multiple customer requests and priorities while maintaining a high level of accuracy and service quality. Support a positive customer experience by ensuring customers receive clear, timely, and helpful communication.

Core Focus Areas Customer Service & Support – Providing professional and timely assistance to residential and commercial customers. Order Processing – Accurately processing customer orders, returns, inquiries, and follow-ups. Odoo ERP/CRM Management – Using Odoo to maintain customer records, process information, and track customer interactions and orders. Product & Order Knowledge – Assisting customers with product information, pricing, inventory availability, and order status. Issue Resolution – Handling customer concerns and resolving issues efficiently and professionally. Order & Inventory Coordination – Working with sales, warehouse, and logistics teams to ensure smooth and timely order fulfillment. Communication – Managing customer communication through phone and email with clear, professional written and verbal communication. Data Accuracy & Administration – Keeping customer and order information accurate and up to date. Multitasking & Organization – Managing multiple customer requests, orders, and follow-ups in a fast-paced environment. Adaptability & Systems Learning – Quickly learning and following company systems, workflows, and operational procedures.

Schedule 17:00 – 02:00 SAST — SAST