B2B Service Agent

B2B Service Agent The Role We are hiring a B2B Service Agent to support our distributor network and sales agents across the full order lifecycle. This role focuses on delivering fast, accurate, and professional service—handling inquiries, producing accurate and timely quotes, managing orders, resolving issues, and maintaining strong customer relationships. Core Responsibilities Customer Support + Account Care Respond promptly to distributor inquiries via phone, email, and messaging Build and maintain strong relationships with existing and new distributor accounts Act as the main point of contact for customer quotes, questions, updates, and support Ensure a smooth and positive customer experience at every touchpoint Order Management + Coordination Assist customers with product selection, pricing details, and timelines Prepare and send quotes based on customer and sales agent requests Process orders accurately including all pertinent details, timelines, and expectations with customers Follow-Up + Issue Resolution Follow up on open quotes and customer requests to provide updates Proactively communicate order status, delays, or changes Address customer concerns, resolve issues, and escalate immediately when necessary Ensure all customer requests are fully resolved in a timely manner CRM & Documentation Maintain accurate customer records, notes, and communication logs in CRM (Odoo) Track open requests, orders, and follow-ups to ensure nothing is missed Keep internal systems updated with the latest customer and order information Internal Coordination Work closely with sales agent, production, sourcing, and design teams to ensure order accuracy Communicate customer needs clearly to internal teams Escalate issues early and follow through until resolution Performance Expectations (KPIs) You will be measured on: Response time to customer inquiries Accuracy and timeliness of quotes and order processing Customer satisfaction and issue resolution Organization and CRM accuracy Ability to manage multiple requests without delays Requirements Excellent spoken and written English Strong communication and problem-solving skills Experience in customer service or account management (B2B preferred) Ability to stay organized and manage multiple priorities Comfortable using CRM systems and internal tools Professional, patient, and solution-oriented mindset Strong Advantages Experience working with distributors or wholesale clients Background in apparel, promotional products, or manufacturing Familiarity with quotes, pricing, and production timelines PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS