Doka
Customer Service Representative
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Company Description
Doka USA is proud to be Certified™ by Great Place to Work®! We are committed to fostering a supportive work environment where all of our team members can thrive. As one of the world’s leading companies for developing, manufacturing, and distributing formwork solutions for the construction sector, Doka employs more than 9,000 people in over 58 countries and is part of the family-owned Umdasch Group.
We Make It Work.
Job Description
The Customer Service Representative will handle all aspects of servicing accounts including but not limited to order processing and invoicing, inventory management and control, processing returns, voids, branch office and equipment logistics, yard operations and administration of the daily operations of the Operations Department including but not limited to assisting the Operations Manager with month-end closing duties.
Responsibilities
- Oversee regional inventory and logistics, including stock optimization, demand planning, and material flow, ensuring accurate inventory levels through the in-house order processing system.
- Manage customer accounts and the full order process—order entry, placement, follow-up, price verification, and product inquiries—while maintaining clear communication with customers and sales teams regarding product availability, delivery schedules, and order status.
- Handle high volumes of calls and inquiries, resolving issues promptly and effectively, and proactively communicating any changes impacting order fulfillment.
- Accurately process pricing, billing, credit requests, and ensure all services are invoiced per contract terms or purchase orders.
- Monitor and resolve discrepancies in the order processing system, recommending and implementing corrective actions.
- Manage back orders, track insufficient inventory, and coordinate with logistics/operations for timely procurement and equipment transfers.
- Review order confirmations for accurate billing and consistently quote correct pricing for custom and standard items to both customers and sales personnel.
- Support additional logistics and operations tasks as needed to ensure efficient regional operations.
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Other Responsibilities/Peripheral Functions
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- Perform other duties/projects as assigned, including participating in company committees/teams.
- Ensure safe working practices and a safe working environment.
- Comply with all corporate policies and business practices.
- Actively participate in facility/equipment management meetings as required.
Qualifications
- High school diploma required; Bachelor’s Degree in Business or Logistics preferred.
- 2-5 years of recent experience in administration, operations, or logistics preferred.
- Experience in inventory control and procurement planning preferred.
- Excellent communication skills, including command of English (speaking, reading, writing).
- Strong analytical skills with a strong numeric aptitude, technical proficiency, and effective problem-solving abilities.
- Proficient in Microsoft Office applications, with advanced Excel skills required.
- Excellent report writing and presentation skills.
- Ability to learn new computer systems, products, concepts, and techniques.
- Organized team player able to work independently in a results-driven, fast-paced environment.
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