Customer Service Representative II

2 weeks ago

Atlanta, Georgia, United States eTeam Full time
Job Title: Customer Service Representative II

We are seeking a highly skilled Customer Service Representative II to join our eTeam team. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities:
  • Provide dedicated support to our customers, processing orders and inquiries within our OTC Supply Chain organization.
  • Research, influence, and resolve issues for our customers and business partners using CCNA order management system & tools based on our established service level agreements.
  • Partner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management, and strategic projects.
  • Manage phone calls and emails from customers, internal stakeholders, and partners, accurately tracking and resolving business needs.
  • Act as liaison between external departments and customers to process order changes, communicate all order changes, track, and reschedule customer orders to meet customer requested delivery dates.
  • Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates.
  • Proactively manage order flow, communicate all In Full issues, and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failures.
  • Recognize and track trends with customer issues, evaluate, and suggest process improvements for Product order management and our partners.
  • Understand company goals and performance metrics and improve quality and speed to meet and exceed customer expectations.
Requirements:
  • Strong customer service and relationship background, strategic thinking, effective communication, and business writing skills.
  • Must have strong research or analytical skills, attention to detail, effective problem-solving, and influencing skills.
  • Must have a strong sense of urgency and be empowered to make timely and informed decisions.
  • Building collaborative relationships within POM, Supply Chain/OTC organization, and our external partners.
  • Knowledge of the CCNA Product Supply system, Order Management, and Salesforce & SAP a plus. Other systems used include CRM Database, MS Office; Outlook, Word, Excel, SharePoint, Genesys.
  • Ability to excel and contribute in a fast-paced and changing work environment with accuracy while meeting SLA's and deadlines.
  • Ability to understand overall company objectives and manage competing project and tasks.
Types of Additional Activities Managed:
  • Expedited Orders
  • Customer Order Change Request
  • Customer Pick Up
  • Transportation Issues
  • Dock Cuts
  • Ship Withs
  • General Product Information
  • Plant Redirects
  • Over, short, and damaged process
  • Transportation Method Change
  • Duplicate, missing, or incorrect orders
  • Participate on S&OE Weekly Calls
  • Attend S&OP Monthly Calls

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