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Customer Service Representative
3 months ago
Under direction from the Customer Service Manager, responsible for supporting customers throughout their journey with ZXP and delivering an exceptional customer experience. The Customer Experience is at the forefront of all you do, exceeding expectations at every turn. Collaborate with managers, 3 rd party logistics carriers, office staff, customers, and others to help ensure ZXP represents best-in-class customer service. This is a fast paced and demanding role with high visibility within the company. Contributes to the accomplishment of the team by providing high level support further enabling ZXP to be the first choice to manufacture great brands. Key Responsibilities/Duties: Acts as first level contact with customer; interfacing to answer questions, resolve issues, proactively communicate changes, and manage scheduling/work order request Coordinates and manages daily customer support activities Provides timely and accurate information to customer on order status Processes customer orders and changes from beginning to end in monitoring, anticipating, and resolving potential errors or issues Partners with the Client Experience team to meet and exceed customer’s service expectations Processes order receipts efficiently, prioritizing timely order processing and outstanding customer interactions and relationships. Perform administrative and data entry duties accurately and efficiently; including but not limited to filing, order entry, BOL’s, and generating/maintaining reports Perform logistics dispatch activities when needed, which will include weekend participation. Registers and processes customer orders in ERP system received via email, phone, or through other contact parties with the customer, ensuring order processing is handled and billed correctly within 24 hours Reconciles monthly the open orders with customers open order report and investigates variances and fixes the variances Tracks status of orders and expedites through the system, when necessary, by coordinating with Planners and 3 rd party carriers Coordinates shipments through network of approved third party carriers to ensure deliveries are made on time per the customer’s requirements Reconciles monthly open orders reports with customers and investigates/fixes any variances Provide feedback on OTIF (On Time In Full) reporting to manage and track exceptions, as well as help participate in building better processes to reduce the risk of OTIF failures Act in accordance with ZXP core values (Safety, Teamwork, Accountability, Results, and Service) Performs other duties as required Education/Experience: High school diploma or equivalent required Four (4) or more years of work experience in customer service and/or sales support, or equivalent combination of education and experience Knowledge, Skills, Abilities and Behaviors: Strong drive and initiative to make improvements with a minimum of supervision Strong, compelling, and clear communication, presentation, and writing skills Bilingual English/Spanish verbal communication skills are a plus Must be comfortable working in a fast-paced environment, able to act with a sense of urgency, with minimal direction and ability to adjust workload based upon changing priorities to contribute to the growth of the company Highly organized and able to manage concurrent tasks to completion Inherit talent for process and attention to detail; ability to pay attention to the minute details of a project or task Ability to work in and manage ambiguity – dealing with issues that do not always have a process or a system in place Ability to handle many interruptions throughout the day while completing work Desire to seek out more tasks during slow times Maintain positive attitude throughout all tasks and interactions with others Strong interpersonal skills for interacting on multiple levels with co-workers, customers, vendors, and stakeholders Strong decision-making, problem-solving, and analytical skills Ability to maintain satisfactory customer relations Ability to handle and maintain confidential information Ability to work independently and make decisions while providing excellent customer service by phone and in person Proficiency with Microsoft Office products; Outlook, Word, Power Point, Access, Teams, Excel, etc. Proficiency in the use of SAP or similar ERP systems #J-18808-Ljbffr
