Customer Service Representative

4 weeks ago

Blue Ash, United States Qual IT Resources Full time

The Customer Service Representative’s (CSR) main area of focus will be processing and handling domestic customer orders and general customer service. Areas of accountability include order processing and data entry. As the business grows, this position will be responsible for a specific area of the order fulfillment process as assigned by the Customer Service Manager.


Job Tasks and Business Decisions

• Provide world class, exceptional Customer Service to all of our customers

• Order Management – PO acceptance, acknowledgement to customer

• Liaison with Business Management to gain proper order quote, match up with submitted purchase order and contract, assign and allocate

• Send allocation and order to the appropriate outbound logistics contact (Bulk group, warehouse coordinator, etc)

• Provide timely updates to customers on all submitted purchase orders

• Periodic contract review with Business Management, combine and update as requested

• Respond to customer questions and issues in a timely and efficient manner, providing excellent customer service at every turn

• Maintain and update BP Master Data for all of out customers including, but not limited to, purchasing, receiving, and quality contacts

• Periodic reviews with Customer Service Manager, CSR Team, and Business Management regarding weekly orders, any outstanding contract or order issues, etc.

• Liaise with Sales to ensure we deliver excellent customer service with the ability to provide dedicated attention when needed.

• Customer service should own the solution to customer complaints and work to resolve them Customer Service needs to be alert to systemic issues and recommend changes to improve this.

• Assist with Customer complaints as needed


Required Experience

• High School diploma or equivalent

• Prior Customer Service experience

• Exceptional communication skills, both verbal and written, able to delivery news and provide updates in a timely and pleasant manner

• Data entry experience

• Good math aptitude, strong computer skills, specifically Microsoft Excel

• Independently motivated to produce results

• Must have strong multi-tasking, problem solving, and time management skills

• Ability to work in an empowered team environment, including the ability to effectively communicate, share information, resolve issues, and give and receive both positive and negative feedback in a respectful and professional manner

• Effectively interact with all levels in the organization


Preferred Experience

• SAP or other ERP system experience

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