Customer Service

Performs a variety of customer service and business office functions for a Southern States agronomy, farm supply, member co-op, and/or petroleum location. This multi-level role ranges from entry-level customer support and bookkeeping to senior-level customer relations, office administration, and coordination of high volume or large revenue orders. Retail business volume and number of locations supported are factors in determining level.

Essential Job Functions (may vary based on location products and services)

• Assist management and staff, vendors, suppliers, customers, sales team, and other business partners with inquiries regarding daily operations. Provide timely information requiring knowledge of SSC policies, orders, operations and current initiatives. Communicate in a courteous and professional manner.
  • Answer primary business phone and email account. Provide information regarding order status, product availability, services, and current initiatives.
  • Contact customers via telephone to assist with issues and questions about products and services.
  • Maintain web pages for location (microsites) and assist customers with their on-line portal.
  • Open, sort, and distribute US mail and parcel deliveries.

Receive and process delivery tickets and work orders for a variety of products and related services. Accurately enter order information into the system and communicate details according to location/company procedures. Schedule delivery and/or service appointments for new and recurring orders.

• Effectively perform various office accounting functions and system reconciliation according to established procedures. Support accounts receivable billing. Generate and distribute invoices in a timely manner. Enter and schedule accounts payable transactions to authorized vendors and agencies. Verify incoming and outgoing invoices for accuracy and pricing. Prepare, process, verify and deliver daily bank deposits to financial institution.
• Prepare reports, spreadsheets, general correspondence, and other material. Draft timely responses to all inquiries. Proofread all materials for accuracy, spelling, grammar and layout. Ensure accuracy and clarity of final copy.
• Maintain databases and master files from internal and external sources. Organize and accurately maintain large volumes of information including customer and inventory data. Regularly communicate with central office and other counterparts to ensure data integrity. Maintain confidential information relating to sales documents, transactions, and credit records. Comply with all policies and regulations regarding records storage.
• Perform checkout transactions as needed, utilizing point of sale equipment including: cash registers, hand held scanners and credit/debit card systems. Accurately handle cash and make change. May perform exchanges, returns, discounts and markdowns.
• Proactively identify opportunities to assist customers and facilitate efficient service. Assess the need for loading assistance, resolve customer pricing and merchandise inquiries, ensure merchandise is accessible to customers and offer assistance as needed.
• Support the inventory management process. Monitor inventory levels in the system. Complete inventory after-counting to confirm shortages or overages. Monitor and track inventory receiving.
• Maintain inventory of office supplies and place orders as needed.
• Organize various events including conferences and meetings. Coordinate event scheduling, invitations, reservations, print materials, travel arrangements, and other event components.
• Assist management with administrative aspects of hiring and onboarding new hires and temporary staff. Coordinate the employment process with Human Resources and appropriate managers.
• Process payroll for location employees. Maintain payroll records and assist employees with general questions.
• Support employees utilizing Knowledge Master Training. Maintain database of training for compliance and development planning to ensure employees are current on required training and licensing.
• Prepare documentation for travel reimbursement and corporate credit card expenses.
• Consistently demonstrate teamwork by supporting customers and coworkers. May provide assistance with a variety of functions to support the team, including but not limited to: sales support, scheduling and dispatching, warehouse inventory, customer vehicle loading, and/or housekeeping.
• Work safely as to not cause harm to yourself, co-workers, equipment, or inventory. Comply with OSHA Regulations, Southern States Environmental Health and Safety (EHS) standards, work rules and policies.
• Perform all other job functions as assigned.

LEVELS II, III, IVNumber of locations supported, location business volume, qualifications, and requirements are factors in determining level.

Performs the above essential job functions as well as:

• For multiple locations or a single location with significant business volume: provide comprehensive customer service and order processing, sales and service support, accounting, and office administration functions. Effectively apply operational expertise to handle increasing complexity and business volume.
• Serve as liaison for external business partners (such as Asmark). Coordinate with a diverse group of industry professionals and corporate office contacts at various levels of the organization. Attend meetings and provide input on behalf of the location(s) as assigned.
• Resolve escalated and complex customer issues with skill and diplomacy. Engage appropriate counterparts for resolution as necessary.
• Assist manager with DOT Files.
• Assist with various phases of collection on accounts receivable.
• May serve as a key holder and perform related functions in accordance with safety and security policies.
• Perform all other job functions as assigned.

Customer Service and Retail Administrator I (Entry Level Grade 303)

Education: Requires a High School Diploma or General Education Degree (GED)

Experience: Prefer previous experience in a customer service, office administration, production, or warehouse environment. Previous Southern States work experience a plus.

Customer Service and Retail Administrator II (Grade 304)

Education: Requires a High School Diploma or General Education Degree (GED)

Experience: Requires one (1) year of administrative office support and accounting experience, with strong customer relations skills. Requires experience in a retail sales, production, technical service, or warehouse environment. Previous Southern States work experience a plus.

Customer Service and Retail Administrator III (Grade 305)

Education: Requires a High School Diploma or General Education Degree (GED); prefer college coursework in accounting or business administration.

Experience: Requires a minimum of two (2) years of office management and accounting experience, with strong customer relations skills. Requires experience supporting multiple locations or a single high-volume location. Previous Southern States work experience a plus.

Customer Service and Retail Administrator IV (Grade 306)

Education: Requires a High School Diploma or General Education Degree (GED); prefer college coursework in accounting or business administration.

Experience: Requires three (3) or more years of office management and accounting experience. Requires a minimum of one (1) year of experience supporting multiple locations or a single high-volume location. Must be able to handle complex customer issues and apply operations expertise to support daily business goals. Previous Southern States work experience a plus.

Requirementscomplexity of requirements increases with grade level

• Effective knowledge of general accounting principles
• Able to consistently apply business office and operations policies and procedures
• Able to develop and apply knowledge of SSC products, services, and business systems
• Able to communicate with customers and counterparts in a friendly, professional, and confident manner
• Able to communicate clearly and effectively in writing and verbally
• Operational knowledge of office equipment and tools including but not limited to fax machine, copier, printer, calculator, telephone system, spreadsheets, forms, and point-of-sale system
• Computer literacy skills to effectively utilize the business systems and software including MS Office
• Able to perform mathematical calculations with accuracy
• Able to exercise discretion when working with sensitive and confidential information
• Able to complete paperwork, reports, and other documentation in a legible, organized, and timely manner
• Effective organizational skills and attention to detail
• Able to prioritize and complete work within established deadlines
• Able to maintain a high level of professionalism
• Able to work in a fast paced team environment
• Able to work extended hours to meet business demands
• Able to speak, read, write the English language in a proficient manner
• Valid driver's license may be required
• Depending upon location, some travel may be required

Work Environment

Primarily performs essential job functions in an office environment. Occasionally performs essential job functions in a warehouse environment subject to seasonal temperatures and humidity.

May be exposed to hazards including:

• Merchandise, supplies and tools with sharp edges or containing hazardous materials
• Dust, odors, fumes and hazardous chemicals associated with sales and storage of dry and liquid fertilizers, crop protectants and other agricultural products
• Moving mechanical parts and vehicles, vibrations and electric current
• Drafts, temperature changes and wet floors
• Noise levels where hearing protection is optional per PPE Plan

Schedule requirements will vary based on location. Extended hours and/or alternate work schedules may be required. Ability to report to work on time and in adverse weather conditions is required.

Physical Activities & Requirements

• Continuously balance; manual dexterity (fingers and hands) to manipulate, grasp, and handle, including repetitive motion; utilize eye/hand coordination.
• Frequently sit, stand, walk, turn and twist head/neck and back/waist.
• Occasionally, bend, climb, crouch, kneel, stoop, stack; reach with arms and hands; stand and walk on concrete when in the warehouse. Pull, push, lift, carry 10-35 pounds unassisted. Pull, push, lift, carry 35-50 pounds, may be assisted.

Must be able to communicate with customers and counterparts regarding financial matters and sales orders, operations, and safety. Must be able to hear equipment and vehicle sounds in the warehouse. Specific vision abilities required by this position include: close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

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