Customer Service Representative

OIA Global provides customers with an unparalleled suite of scalable and flexible supply chain solutions. Supported by 1,300 forward-thinking employees, we specialize in 3PL, 4PL, sustainability, technology, contract logistics, packaging design and optimization, and raw materials management. Since 1988, we have grown into a $1.3 billion company with a presence in 27 countries and industry expertise in fashion and apparel, consumer goods, healthcare, energy, and industrials. OIA Global is privately held by LDI, Ltd.

1. RoleSummary

You provide day-to-day coordination and administrative support to the customer service team, keeping order data accurate and delivery information up to date so the team can serve the key customer reliably. You are the dependable support layer that keeps orders moving.

2. SupervisoryResponsibilities

None.

3. KeyResponsibilities & Duties

• Support order entry and data maintenance in Optilink, ensuring accuracy under the guidance of Representatives and the Supervisor.

• Track order and delivery status; flag delays, discrepancies, and errors early to the Representative or Supervisor.

• Prepare, file, and maintain order documentation and records in Optilink and SharePoint.

• Follow the key customer's routing, labelling, and documentation requirements, flagging anything that may not comply.

• Support sample coordination and follow-up with vendors and internal teams.

• Assist with accounts-receivable and accounts-payable data entry and invoice filing.

• Respond to routine customer and internal queries; escalate complex issues promptly.

• Support the preparation of standard service reports.

4. CompetencyFramework

4.1 Core Competencies (universal)

Competency

Supports

What it looks like at this band

Adaptability

Flexibility

Adjusts own way of working when priorities, systems, or instructions change, without losing accuracy or pace. Picks up Optilink and new processes quickly and takes ownership of learning the role.

Judgement

Excellence

Identifies problems in own work and applies established guidelines to resolve them. Makes routine order and query decisions using the information given, and escalates when a situation falls outside the rules.

Innovation

Ambition

Suggests improvements to own work and is open to better ways of doing things. Sees that OIA serves the key customer across many markets and that the work connects to a bigger picture.

Collaboration

Togetherness

Contributes to a positive, cooperative team by fulfilling own responsibilities and managing day-to-day interactions well. Shares order and delivery information clearly and asks for what is needed.

4.2 Technical Skills (Customer Service)

Execution & accuracy - doing the core order work correctly

Critical technical skill

What good looks like at this band

Order & Documentation Accuracy

Prepares and maintains accurate order data, POs, PIs, and records in Optilink and SharePoint, on time and per SOP; spots and corrects routine errors before they cause downstream problems.

Order Handling & Tracking

Supports the order-to-delivery handling for assigned accounts - order entry, status updates, sample follow-up - and escalates delays and exceptions promptly rather than letting them sit.

AR/AP Support

Assists with accounts-receivable and accounts-payable data entry and invoice filing accurately, and escalates anything unusual.

Systems Discipline

Keeps Optilink and connected systems and portals accurate and current with reliable follow-up on open items; produces routine service reports correctly.

Customer Compliance & Requirements

Follows the key customer's routing, labelling, and documentation requirements accurately, and flags anything that may not comply.

5. Qualifications& Requirements

• Diploma in Business, Logistics, Supply Chain, International Business, or a related field.

• 0-1 years' experience, or a recent graduate; internships in a service or coordination role an advantage.

• Proficiency in MS Office (Excel, Outlook); willingness to learn Optilink and internal systems.

• Good written and verbal communication; strong attention to detail and reliability.