Sales Service Representative

4 weeks ago

Tampa, Florida, United States The Mosaic Company Full time

The Sales Service Representative is responsible for maximizing customer satisfaction by exceeding customer requirements and expectations from point of sale through delivery of product and invoicing. The SSR must be knowledgeable and experienced in all facets of the business to maximize customer satisfaction for all transactional activity post sale of products and services. As primary contact post sales the SSR will represent a designated customer base and support multiple sales territories. Sales Service Reps are highly skilled collaborators with customer and business stakeholders and managing a diversity of commercial and supply chain conversation to ensure successful execution and management of complex process to supply the sale of products.

What will you do?

  • Responsible for the entire order to cash process for assigned customers and quick resolution of customer issues, including pricing, transactions, complaints, orders, shipments, and a wide number of other issues. Manage inside sales for transactional segment of customers at list/approved prices.
  • Responsible for critical thinking and problem solving to quickly solution customer issues, including pricing, transactions, complaints, orders, shipments, and a wide number of other issues relate to pre and post contract and order management. SSR are responsible to drive the solutioning of both Offer-to-Cash process or technical systems that are negatively impacting the customer. Responsible for case management SSR's will have financial approval for complaint resolution at authorized levels while ensure SOX controls and risk management. Responsible for all documentation and determining when a complaint is considered resolved.
  • Serving as a customer advocate with the responsibility ascertaining customer requirements and ensure the requirements are met. Responsibilities can include customer visits and/or participation in Customer Delivery Teams. Evaluation and monitoring of contract and order analytics to ensure accurate planning to internal and external stakeholders.
  • Miscellaneous job-related duties as assigned including but not limited project work, data governance &analytics specific to the customer contract and order management, documentation, and evaluation of processes. SSRs are responsible for assurance and escalation of data governance to leader; digital management of organization and customer facing applications specific to order processing & management. Workflow and process documentation maybe required.

What will you need?

  • Bachelor's degree required, degree in Business Administration, Communications, Supply Chain, or Planning; or High School and 8-10 years in lieu of degree
  • Experience in a customer-facing sales service role in Supply Chain, Manufacturing, Product Management, Logistics or related industry/field
  • Experience making informed but quick decisions in a fast-paced environment
  • Experience interacting with customers and cross-functionally within the business to provide critical thinking, problem resolution, and continues improvement
  • Strong customer service skills
  • Business Acumen of commercial and supply chain processes
  • Aptitude for digital and technology trouble shooting of customer digital interactions
  • Excellent communication and presentation skills
  • High attention to detail
  • Responsive and results driven
  • AP, Salesforce, BOBJ, Outlook, Microsoft Office, Visio, On-line Order Management, Track and Trace Technologies for logistics
  • Knowledge of ERP(SAP) and CRM (Salesforce) required or equivalent software
PDN-9ccedc b7cc-ffad34feb7ba

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