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Customer Service Representative

2 months ago

Reston, Virginia, United States Frette Full time
About the Role

Frette is seeking a highly skilled Customer Service Associate to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients, independent sales representatives, and internal sales team.

Key Responsibilities
  • Order Management: Enter orders into our system, ensuring accurate and timely processing, including email confirmations, stock availability, and future ship dates.
  • Customer Communication: Respond to incoming calls, providing ETA's, inventory checks, and sales leads, while maintaining a cheerful and patient demeanor.
  • Sales Support: Function as the sales agent for new customers, assigning them to the proper agent after transaction, and compiling new account information for new customers.
  • Quote and Invoice Management: Provide price quotes, proformas, and commercial invoices to new potential customers, ensuring timely and accurate processing.
  • Order Tracking and Follow-up: Communicate daily with sales teams via phone, fax, or email, providing day-to-day follow-up on open orders, new orders, new customers, order tracking, POD's, and re-ordering of custom product.
  • 3PL Coordination: Collaborate with 3PL to ensure priority orders, shipping requirements, special projects, quality concerns, overallocations, and POD's are managed efficiently.
  • Return and Credit Management: Issue return authorizations to customers, determining restock charges, arranging return pickups, and advising warehouse of return details via email.
  • Reporting and Data Analysis: Run open order reports, item history reports, and customer sales history reports to inform business decisions.
  • Sample Order Management: Enter sample orders and confirm tracking to sales teams.
  • Embroidery Coordination: Work with our embroiderer to establish current pantone colors matching customer requests, coordinate and submit artwork for swatch creations, and report shipping with tracking and upload charges to sales order.
  • Backorder Management: Allocate and release backorders when new receiving is posted.
  • POD and Packing List Management: Obtain POD's, packing lists, and detailed carton information from 3PL for accounting during audits.
  • Accounts Receivable Support: Assist with accounts receivables in collections of past due invoices and reconciliation.
  • Accommodation Order Processing: Process accommodation orders from the sample room to fulfill orders that do not adhere to poly bag counts or current stocked inventory.
  • EDI Order Processing: Review and release orders received via EDI.
  • Routing and Shipping Guidelines: Adhere to and communicate current routing guidelines to the warehouse for proper shipping.
  • Chargeback Reconciliation: Reconcile RTV chargebacks with manager and accounting.
Requirements
  • 2+ years of experience in customer service or order entry within a ecommerce/B2B environment.
  • Cheerful outlook and patience with customers.
  • Attention to detail, accuracy, and experience in data collection and order entry.
  • Knowledge and proficiency with MS Office, and ERP platforms such as D365 and Power BI.
  • Must be organized and possess the ability to multi-task.
  • Must have excellent communication skills both verbal and written.
  • Ability to solve problems in a calm and effective way.
  • Willingness to learn and grow in a fast-paced environment.
About Frette

Frette is a leading provider of high-quality products and services. We are committed to delivering exceptional customer experiences and building long-term relationships with our clients.