Hospitality Customer Service Representative

4 weeks ago


Trinity, United States Tempur Sealy Full time

Job Summary: The Hospitality Fulfillment Representative will collaborate with hotels, cruise ships, resorts, and internal business partners to improve customer service, delivery performance, and retailer satisfaction through driving consistency, quality, and accuracy in the handling of retail orders and requests. Responsibilities include handling of Hospitality orders from receipt to fulfillment within the respective Enterprise Resource Planning platform. Essential Duties, Responsibilities, and Key Results Area: Check raw goods inventory to ensure product can meet delivery requirements Maintain accurate dealer order forms in both electronic and paper copies, filing as necessary to meet company and corporate guidelines Maintain a daily tracking spreadsheet of open orders in relation to hospitality fulfillment to ensure on-time delivery, continuous and ongoing tracking over extended periods of time Ensure hospitality order fulfillment by coordinating with proper manufacturing facility and fleet to ensure accurate and on-time delivery Coordinate with Order Entry team and sales staff to accurately calculate commissions/split-commissions and on-time invoicing and payout Understanding of Hospitality (Hotel/Resort/Cruise line) branding Partner and cooperate with colleagues in support of Guest and Employee purchase programs related to supported Hospitality customers Maintain and distribute daily sales reporting for credit hold/inventory backlog Working knowledge and understanding of ownership groups and purchasing agents Issues balance due Proformas -- Invoicing of split shipments Escalation support of Hospitality customers and sales force in relation to product, delivery, or other issues Troubleshoot and solve problems related to order fulfillment, accounting, and other retailer or Sales requests Collect and process payments from retailers via credit card (where applicable) Answer phones and emails in a timely manner Analyze reports and take action to prevent or minimize the impact of order fulfillment failures. Requires a proactive approach and strong follow-through Qualifications: Experience in e-commerce customer support, supply-chain, order fulfillment/management, or inventory distribution preferred Must possess a high level of professionalism Ability to multitask within several computer systems while on the phone Attention to detail Proficiency in Microsoft Office Aptitude for quickly learning and navigating new technology systems and applications Excellent written and verbal communication skills Must have advanced computer skills/typing ability #J-18808-Ljbffr



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