Customer Account Representative

Company: FABHER LLC
Job Title: Customer Account Representative
Location: Beogradskog Bataljona 4, Belgrade, Serbia (in-office)
Hours: 7am – 4pm CST / 2pm – 11pm CET (Monday to Friday)
Reports To: Director of Customer Solutions
Employment Type: Contract
Department: Customer Solutions

Please apply only if you have experience working in the same or similar position.
Also, submission of CV in English is mandatory.

Position Overview

The Customer Account Representative will serve as the primary, day-to-day contact for a specific, key customer base. He/she must cultivate a strong relationship with their customers to drive sales, customer confidence, and manage the entire order-to-cash process for their accounts. This also role works closely with the order management and logistics teams to identify and implement supply chain solutions.

Key Responsibilities

• Develop and maintain strong, effective relationships with customers; act as the primary contact for all ND Paper order-related needs and questions.
• Partner with planning & scheduling, logistics, sales & marketing, and finance teams to manage all daily customer-facing activities, including:
  • Quoting manufacturing dates
  • Verifying inventory availability
  • Processing orders
  • Tracking and expediting deliveries
  • Ordering product samples
  • Setting up new customer accounts and product SKUs
  • Resending order documents
  • Reference: PQ47fD4xqVtjeRJw0h6GLFrGd4Zzm2hbCqhEgpLgTo741A6n90PS9kP3aLtl5oxg
• Use multiple systems and tools to consolidate information and provide proactive, regular order status updates to customers.
• Maintain a high-quality customer experience by offering customized solutions throughout the order lifecycle.
• Build strong internal relationships within the customer service team; review teammates’ orders for accuracy and provide backup support when needed.
• Research customer complaints, resolve disputes, and process corrective actions such as returns, mill errors, and warehouse issues. Handle debit and credit requests
• Collaborate with sales partners on strategies to achieve sales targets and respond to sales inquiries.
• Create and maintain customer-specific reports as required for key accounts.
• Partner with Sales, Order Management, and Operations teams to support overall company goals and objectives.

Qualifications & Requirements

Language: Fluent in English – level B2 or better

Education: High school diploma required; Bachelor’s degree preferred (Business, Communications, or related fields)

Experience:  

• 3–5+ years in Account Management

Technical Skills:

• Proficient in Microsoft Office, and CRM platforms
• Familiarity with SAP is a Plus

Soft Skills:

• Strong communication and active listening
• High emotional intelligence and conflict resolution skills
• Patience, empathy, and a strong teamwork mindset
• Ability to multitask and remain calm under pressure
• Proven ability to work in a fast-paced team environment with changing business needs
• An ability to work independently and resolve issues with minimal guidance

Success Profile

A successful Senior Customer Service Representative is dependable, proactive, and deeply committed to the success of our customers and our business goals. They take ownership of issues, provide guidance to peers, and represent the company with professionalism and warmth. Through deep knowledge of our mills and processes, and a solution-focused approach, they help elevate the entire support experience for both customers and colleagues.