Customer Service Specialist
5 months ago
Position Summary Responsible for the fulfillment and management of customer order requirements through direct and indirect (i.e., fax, email, phone or EDI-electronic data interface) contact; coordinates order requests to ensure that all orders are shipped in a timely and accurate manner; follows all policies to achieve high levels of efficiency and performance
Position Essential Duties and Responsibilities
Processes orders directly from customers via phone, EDI, email and fax, reviewing orders for availability, utilizing stock status reports as well as warehouse sailing schedules; communicates product availability and delivery dates to customers.
Monitors orders for adherence to correct pricing, proactively working with sales or customer to correct any issues prior to the order invoicing.
Establishes and maintains effective communication/working relationships with customers/sales representatives; coordinates order processing and resolves product availability/shipping/pricing problems to ensure company service objectives are attained.
Determines economical shipment/delivery locations (outside warehouse LTL shipments or direct shipments) which coincide with customer requirements:
Coordinates with shipping schedules provided by warehouses and distribution and determines shipping dates to ensure timely receipt by customer.
Utilizing company order processing system, enters all orders on a continual basis; performs proper editing procedures to assure all pertinent information is accurate.
Coordinates service requirements with shipping department and/or outside public warehouses for requirements of orders to ensure accurate picking and scheduling on shipments/deliveries.
Monitors progress of orders to ensure timely and complete deliveries; open orders report reviewed daily to ensure status of all orders is accurate in accordance with shipping dates, cases, and eventual shipment confirmation.
Assures that orders are confirmed as shipped on a timely basis and correct pricing has been received for the respective customer/order.
Informs customers of any significant changes affecting product availability and/or delivery dates; ensure customers' minimum order requirements can be achieved; works with all customers/warehouses to communicate product availability and any situations affecting service and production operations.
Receives requests from sales representatives for samples of Ajinomoto Foods, North America for products to be utilized in product demonstrations with existing and potential customers; communicates all requests to Sample Coordinators to assure preparation and delivery.
Assist the accounts receivable department with resolving customer remittance deductions or disputes by providing documentation as required; assures that credit policies are properly maintained.
Communicates any circumstances which could affect production operations immediately to assure timely preparation and response. Submits new customer information for set-up and/or updates of company recordsIdentifies and resolves issues by understanding the situation, determining the cause and providing/explaining the best resolutionPrepares and publishes reports for internal and external customers as neededContributes and provides support to the team as needed Performs all other assigned work as required
Position Qualifications
Previous customer service representative experience of 3-5 years required, preferably in food manufacturing and/or outside warehouses
Strong oral and written communication skills
Strong organizational skills
Strong analytical and problem solving skills
Highly motivated individual with the ability to handle many tasks while maintaining a high level of confidence
Ability to maintain professional courtesy when communicating with Ajinomoto Foods, North America internal or external customers and suppliers
Ability to work well with others in a team environment, inside as well as outside the department.
Extensive knowledge of Microsoft Excel and Word is required.
3-5 years of experience required working with ERP systems on a daily basis (JD Edwards experience preferred)
Ability to handle confidential customer, legal and company information
Ability to multi-task and work in a fast-paced environment
Passionately focused on continuous improvement
Pay range $23.00 - $25.00
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