Customer Service Representative
3 weeks ago
The Customer Service Representative is responsible for ensuring Customers’ orders are placed, processed, tracked and returned in a timely manner. This role collaborates with the Sales and Operations teams to deliver outstanding customer experience while growing relationships with the accounts.
Duties and Responsibilities
- Accurately manage the order input process as it relates to price, terms of sale, product, quantity, ship to, sold to and customer’s special instructions.
- Ensure all policy processes are followed and necessary documents are verified and kept on file as needed.
- Work with internal supply chain departments to keep customers updated as to their order status if changes occur, in a pro-active manner.
- Maintain system accuracy on all sales orders and back orders to reflect reality of ship dates and if changes occur enter appropriate reason code.
- Complete all product returns or invoice adjustments in a timely manner.
- Work closely with Sales Representatives regarding price inquires, discrepancies on customers purchase orders, update on customer order status, and monthly consignment inventory.
- Quoting, follow-up, expediting and executing customers’ requirements.
- Adept at multi-tasking, self-motivated with a strong drive to resolve issues quickly and effectively and work well within a team atmosphere.
- Understand the resources within the business to be an effective problem solver.
- Field customer calls/email regarding product knowledge, order information, pricing and freight issues with a degree of professionalism.
- High School Diploma or GED is required
- Minimum 2 - 4 years Customer Service experience, preferably in a distributor environment or extensive experience in a Customer Service position
- Experience with Enterprise Resource System (ERP), specifically JDE or similar application
- High attention to detail and organization skills.
- Experience within the manufacturing industry, B2b experience a plus – small to medium sized business setting.
- Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet, ability to learn Salesforce
- Excellent communication, collaboration and problem-solving skills
- Exceptional degree of tact and empathy to resolve customer concerns in strengthening relationship
- Strong team player with high degree of urgency with the ability to multi-task, plan and prioritize
- Detailed oriented
- Ability to work and manage competing priorities in a fast-paced environment
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