Customer Care Rep

1 week ago

Melville, United States Natural Organics Inc Full time

Roles and Responsibilities:

  • Support the day-to-day activities within the Customer Care Department including processing account orders and claims through various channels such as phone, email, EDI, and other platforms. (Knowledge of SAP a plus).
  • Support the order management aspects of our Corporate and Chain accounts via EDI (Knowledge of SPS Commerce a plus).
  • Verify and check all Corporate and Chain EDI orders for accuracy, including but not limited to Case Pack size requirements and pricing discrepancies.
  • Liaison to our Warehouse, Production and Operations teams to ensure fulfillment of orders based on inventory and delivery windows.
  • Ensure all EDI transactions are sent and received by deadlines.
  • Communicate closely with the warehouse and accounting department to analyze, review, address and/or dispute any issues, discrepancies or charge backs promptly.
  • Communicate to the Corporate and Chain account about shipment and inventory ETAs and changes, rescheduling delivery appointments, troubleshooting orders and missing products.
  • Support Sales Reps with processing of account orders, monthly sample orders, demo orders and any other special requests and inquiries.
  • Responding to account/consumer inquiries via incoming calls and e-mails.
  • Communicate with other departments to get answers to account/consumer product related inquiries.
  • Following up with customers on pricing, order discrepancies, manufacturing delays, and product complaints.
  • Troubleshooting account shipping issues and work with carrier to resolve.
  • Coordinating New Account Applications (including the vetting of the applicants, coordination of opening orders and new accounts).
  • Support the Customer Care Management Team including processing and distributing activity reports, analysis and correspondence as needed.
  • Special projects as needed.
Qualifications:
  • High School Diploma
  • 1-3 years of Customer Care Experience in a high-volume call center.
  • Possess strong communication skills (both oral and written), excellent customer service skills, well organized, energetic and self-motivated.
  • Strong attention to detail and accuracy.
  • Ability to handle multiple tasks simultaneously with a sense of urgency. Excellent attention to detail, follow through ability and initiative.
  • Knowledge of Microsoft Office Suite (Outlook, Word, Excel)
  • EDI order processing knowledge preferred.


We offer paid holidays, sick, vacation, medical/dental insurance, 401K with company match.

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