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Customer Service Administrator

4 months ago

Skokie, United States Wells Lamont LLC Full time

Wells Lamont LLC

Come join a team where People make the difference As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.

The Customer Service Administrator performs all order processing and customer service functions required to ensure the best possible customer service for Wells Lamont Retail customers including Home Centers, Hardware Distributors, and Farm/Ag retailers.

**Responsibilities**:

- Ensure orders are entered and prioritized by customer requested ship dates.
- Utilize open order reporting to coordinate product allocations and on time shipment.
- Implement alternate styles for discontinued/sold-out styles with guidance from Sales.
- Coordinate sample orders to support customer shows and line reviews.
- Work with inventory planning to ensure stock availability allocation, and inter-plan/inter-warehouse movements.
- Work directly with customer order entry to address any concerns or questions regarding orders, requested ship dates, and or pricing.
- Communicate and coordinate special rush order status with inventory planning and warehouse team.
- Manage new store and new warehouse orders to ensure 100% fill rate and on-time delivery.
- Coordinate special programs with DC and Inventory Planning (i.e. pre-price, special labeling, and promotional display labeling requirements).
- Administrative liaison on order-related issues working directly with customers in collaboration with Sales and the Credit departments.
- Coordinate the execution of customer orders including special promotional programs and displays with Sales and Warehouse Teams.
- Update and maintain customer specific price records and product translation files.
- Initiate new account setup, gather, and input customer information for a complete customer profile.
- Access to specific customer portals to retrieve and view detail fill rate and on time performance and review open chargebacks to support timely resolution.
- Assist with the analysis of and resolution of customer chargebacks regarding order pricing issues and short shipments.

Nature and Scope

The Customer Service Administrator reports directly to the Senior Customer Service Manager.

Qualifications:
3-5+ years customer service experience working with retailers and consumers products highly preferred.

Skills and Abilities:

- Ability to identify, analyze and resolve customer issues.
- Ability to work individually or in teams as needed to toward problem resolution.
- Display a sense of urgency and ability to prioritize activities.
- Identify areas to improve process and support continuous improvement.
- Ability to demonstrate fundamental knowledge of all systems used (i.e. Outlook, Word, Excel, PowerPoint, Apprise)
- Ability to troubleshoot system issues, as well as elevate system problems.
- Ability to utilize basic ad hoc reporting to prioritize and manage order flow.
- Able to respond to information requests timely and proactively providing others with information in advance of potential issues.
- Ability to relate positively with others while problem-solving toward issue resolution.
- Able to effectively write and document activities and clearly present information.
- Respond to information requests timely and proactively providing others with information in advance of potential issues.