Customer Service Representative

4 weeks ago

Aurora, United States OSI Group Full time

Job DescriptionUnder general supervision is responsible for the receipt and execution of customer orders throughout the order to cash process. In this role you will lead communication to internal / external partners and build and maintain key business relationships. You will ensure the accounts you manage operate within the outlined company order management guidelines and help address any service issues that may occur.Manage the customer order process from order entry to order deliveryCultivate strong relationships and serve as the main point of contact for our customers. Communicate any order related challenges or updates directly to Internal and external Partners. Proactively identify and review potential product shortages and partner with internal partners to address potential issues before they occurEnforce order management guidelines and take the lead on managing the exception approval process for late order and under minimum requestsProvide internal / external partner feedback in meetings to solve problems and make decisions, coordinate multiple department functions and implement outside the box ideas to service our customersCoordinate and lead key internal discussion and resolution through conference calls, on-site meetings and video meeting sessions.Maintains ongoing, positive relationships with internal / external partners and respond to customer inquiries via telephone, fax, and e-mail within established time guidelines and in a professional and courteous manner.Work in a team environment and provide support to your peersMeet monthly with your sales team to stay informed on upcoming promotional activity or upcoming account changes. Ensure any change is proactively communicated to key parties in the organization to avoid service disruptions.Assists accounting department in deduction resolutionPrepare and process credit memos and re-bills as directed by management or in accordance with established programs and protocolsAssists in managing Master Data to ensure customer records are currentReview daily reports and communicate to internal / external partners. Identify trends or frequent challenges and review those opportunities with sales and managementMonitor the Electronic Database Interchange (EDI) for orders that need to be pulled into the ERP system.Create customer score cards and report out on key metrics on a bi-weekly or monthly basisCreate Export DocumentationPerform other duties as assigned.Required SkillsTwo to Four years in a Customer Service Role or functionStrong verbal and written communication skills with all levels of management and customersAbility to lead, bring people together and make decisionsAbility to prioritize and manage competing prioritiesStrong attention to detail and accuracyKnowledge of Microsoft Office, including Excel and Word and OutlookSituational Awareness with the ability to understand and embrace changing business processesAbility to be respectful, approachable and team oriented while building strong working relationships and a positive work environmentWork is generally performed within a business professional office environment, with standard office equipment available.While performing the duties of this job, the employee is regularly required to sit, stand, bend, walk, use hands or finger, talk, hear, feel objects, tools, or controls; may be required to lift up to 15 pounds. Vision abilities include close vision to a computer screenSounds levels in the office can vary from relatively quiet to moderately noisyHigh school degree or General education degree preferredOSI Industries is an Equal Employment Opportunity employer that believes everyone has the right to be treated with dignity and respect. OSI does not discriminate on the basis of national origin, gender, race, color, religion, pregnancy, gender identity, sexual orientation, protected veteran status, disability, or any other characteristic protected by applicable law. All applicants will receive consideration for employment based on merit, qualifications, and business needs. OSI participates in the E-Verify program.

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