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Customer Service Representative
2 months ago
This position has assigned accounts and is responsible for acting as a liaison between the Regional Account Manager, the customer, and Siffron to ensure the customer's needs are communicated effectively and the customer's expectations are met or exceeded.
Key Responsibilities- Responsible for order entry and maintenance, elevating customer demands and delivery requirements when needed to the appropriate personnel.
- Update account information as needed, shipping information, order process notes, and contacts.
- Update EDI account information, mapping product and pack outs, updating ship-to addresses, and resolving any EDI orders that error out.
- Responsible for pricing corrections or additions to their contract.
- Responsible for communications regarding the status of orders, back orders, and projects with the customer.
- Report and investigate any notification of shortages, missed shipments, or quality concerns, including requests for product returns, credits, or replacement orders.
- Act as the primary internal point of contact for assigned accounts, ensuring the Regional Account Manager is aware of any issues that surface that may need to be addressed.
- Acts as the internal coordinator for customer projects or rollouts.
- Address any special requests for information from the customer, including but not limited to, open order status reports, reserve inventory level reports, or tracking reports.
- Create and maintain procedures for each of your accounts so anyone backing up the account could pick up the procedures and know how to enter orders.
- Schedule meetings as necessary for cross-functional communication on projects or issues.
- Perform other job duties as assigned.
- Proactively report on any extreme changes in inventory utilization on assigned accounts.
- Assist Accounting with investigation of past due invoices or debits.
- All orders entered for the accounts based on customer requirements or within Siffron's processing standards.
- All inquiries from the customer are to be responded to the same day if possible, if not then the following day.
- Reports need to be run within the time constraints set by the customer.
- Run interference on problems/opportunities to make sure that they are resolved to the customer's satisfaction. Timely response to these issues is critical.
- Teamwork is expected; if your work is complete, reach out to your peers or manager to see who needs assistance.
- Conformance with company policy and procedure.
In this position, 80-90% of the day is spent in a seated position working on a PC terminal.
