Customer Service Representative

4 weeks ago

San Diego, California, United States WD-40 Company Full time
Customer Relations Specialist Job Description

We are seeking a detail-oriented and proactive Customer Relations Specialist to join our team for a fixed-term period of 12 months. The Customer Relations Specialist is responsible for ensuring the effective and efficient fulfillment of customer orders while maintaining strong relationships with both internal and external customers.

This role involves processing orders, coordinating logistics, managing customer data, and resolving pricing and delivery issues. The specialist will work closely with various departments to ensure orders are delivered on time, in full, and in compliance with company policies and customer requirements.

Key Responsibilities:
  • Order Fulfillment & Processing:
    • Process and manage customer orders with a focus on accuracy, timeliness, and alignment with company policies.
    • Evaluate orders for accuracy and ensure all necessary documentation is completed.
    • Create and maintain Standard Operating Procedures (SOPs) to meet customer service level requirements.
  • Logistics Coordination:
    • Manage domestic orders, ensuring adherence to company policies and customer requirements.
    • Communicate and coordinate with logistics teams, warehouses, and third-party logistics providers to ensure orders are fulfilled, shipped, and delivered on time.
  • Customer Data Management:
    • Work closely with the Customer Relations Analyst to maintain and manage customer master files in the ERP system.
    • Ensure accurate and effective management of customer data to support order processing and improve overall efficiencies.
  • Issue Resolution:
    • Proactively manage and resolve pricing and delivery issues to ensure smooth order processing.
    • Collaborate with other departments to address any challenges and maintain a high level of customer satisfaction.
  • Systems Support:
    • Support the development and implementation of processes and systems related to CRM and ERP, specifically in the "Order to Cash" process.
    • Participate in business process mapping sessions with subject matter experts to ensure system alignment with business needs.
  • Customer Service:
    • Serve as the first point of contact for distribution centers (DCs) and logistics partners, providing superior customer service.
    • Manage voicemail and customer communications, ensuring all inquiries are handled promptly and professionally.
  • Support Functions:
    • Provide support to other functions within the supply chain as needed to meet corporate objectives.
    • Ensure compliance with regulatory and reporting requirements, including SOX, and support pricing and database management.
Qualifications:
  • 3+ years experience in order processing, database maintenance, customer service, discrepancy resolution.
  • High School diploma or 3-5 years equivalent experience in relevant field.

We foster a culture of inclusion where all individuals are recognized, valued, respected, and experience a sense of belonging. All qualified applicants will receive consideration for employment without regard to individual characteristics that make us unique such as our backgrounds, experiences, qualities, talents, traits, beliefs, and preferences.

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