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Sr. Customer Service Representative
2 months ago
Robert Half's client is seeking a Customer Service Representative to join their team in Livermore, California. This role offers a contract to hire employment opportunity where you will be primarily responsible for managing customer service operations and ensuring customer satisfaction. You will be interacting with both end-users and distribution partners, processing customer orders, and maintaining regular communication with various departments.
In this Customer Service role, you will be responsible for the following:
• Direct general customer service- for both end-users and distribution partners via phone and email.
• Respond to Sales inquiries, expectations, and delivery management.
• Prepare quotes in Epicor and submit them directly to the customer or as directed by sales.
• Process customer Purchase Orders in Epicor upon receipt from customer (email or customer web portal) or when forwarded from sales.
o Convert existing quotes in Epicor.
o Identify account based, or transaction based special instructions.
o Alert sales when customer need by dates or on the PO are not achievable prior to finalizing Sales Order.
o Audit Sales Order for accuracy – ship to address, need by dates, order price, customer part number, and quantity.
o Acknowledge directly to the customer that their purchase order has been processed and our commit/promise dates. If commit date is not yet available, confirm and update when it becomes available.
• Order Management- utilize Production Report, Epicor, and order status tools to:
o Monitor orders daily for on-time ship date or promised delivery. Raise any issues to the corresponding DSM.
o Communicate with DSM daily to understand priority and manage customer ship/need by dates.
• Daily interaction with other support departments, including Finance, Sales, Purchasing, Engineering and Product Management.
• Return Management Duties.
o Create and send out return documents to customers as needed.
o Track returns through the complete process and ensure credit memos are sent to customers.
• Awareness and adherence to all documented sales operations processes.
• Open corrective action cases in Epicor on every opportunity for process improvement.
• Performs other related duties as assigned by management.
Epicor, Microsoft Office, PowerBI and web-based portals.
If you are interested in this Customer Service position, submit your resume today
• Applicant must have a minimum of one year of experience in a customer service role
• Proficiency in computer programs is essential
• Experience with CRM and data processing is required
• Knowledge of ERP - Enterprise Resource Planning is desirable
• Experience in answering inbound calls and handling billing functions is required
• Experience in claim administration and using Epicor is beneficial
• Ability to process returns and track inventory is necessary
• Experience in order management and handling customer shipments is required
• Excellent customer service skills are a must
• Proficiency in email communications is needed
• Experience in providing price quotes and other quotes to customers
