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Customer Service Representative

2 months ago

Irvine, California, United States Helpmates Full time
Job Description

Job Title: Order Processor

Job Summary: We are seeking a highly organized and detail-oriented Order Processor to join our team at Helpmates. As an Order Processor, you will be responsible for processing domestic and international warranty parts, investigating exceptions, and responding to timely requests.

Key Responsibilities:

  • Process Domestic and International Warranty Parts: Utilize SAP computer system to process warranty parts, with an average of 6,000 orders per month and 8,000 quantity lines.
  • Work with Technical Support Staff: Review accuracy, pull customer contact information, and request new orders as necessary.
  • Prepare Shipping Labels: Use Zebra FedEx Parcel printer to prepare FedEx shipping labels and return labels.
  • Update Annual Pricing: Upload commercial invoices onto FedEx Ship Manager and update annual pricing.
  • Supplement Part Numbers: On occasion, supplement part numbers due to backorder items.
  • Comply with Warehouse Cut-off Times: Ensure compliance with warehouse cut-off times.
  • Answer Telephone Calls: Answer telephone hunt group calls relating to warranty order shipping inquiries from customers.
  • Resolve Shipping Issues: Work with FedEx Domestic and International teams to resolve shipping issues related to non-deliverable locations, address corrections, and lost or damaged shipments.
  • File FedEx Parcel Claims: File FedEx parcel claims and follow up with customers for resolution.
  • Liaise with 3rd Party Shipping Companies: Act as a liaison between 3rd party shipping companies.
  • Enforce Departmental Return Policies: Enforce departmental return policies and seek advice from the Returns Administration team.
  • Produce Nightly RGA Reports: Produce nightly RGA reports to Tech Support Manager and Account Management team leaders.
  • Maintain Order and Shipping Documents: Maintain proper updates and filing of orders and shipping documents.
  • Respond to Customer Inquiries: Respond to customer inquiries by phone, fax, and email.
  • Report Backorders and Shortages: Report any backorders, shortages, and escalations to Account Management, Technical Support Supervisors, and Warehouse Purchasing teams.
  • Proofread Orders: Proofread orders and correct any discrepancies.
  • Report Shipping Discrepancies: Report daily shipping discrepancies, shipping details, and escalations.
  • Assist with Sales Order Team: Assist with the Sales Order team as a backup with other administrative duties as required.

Requirements:

  • High School Diploma or General Education Degree: Must have a high school diploma or general education degree.
  • Shipping and Office Experience: Must have 1-2 years of shipping parcel orders, office experience, and order processing.
  • Basic Proficiency in MS Office: Basic proficiency in MSWord, Excel, and Outlook.
  • Accurate Data Entry and Typing Skills: Accurate data entry and typing skills.
  • Excellent Organization and Communication Skills: Excellent organization, communications, and attention to detail skills.
  • Strong Customer Service Skills: Strong customer service, interpersonal, and follow-up skills.
  • FedEx Ship Manager and UPS Worldship Software: Proficiency in FedEx Ship Manager and UPS Worldship Software.