Customer Service Associate

Job Description

Job Description

Description

The Customer Service Associate’s (CSA) primary responsibility is to accurately and efficiently process order- related requests received from Customers, Outside Sales, and Customer Service via phone, email, and online platforms. The CSA plays an important role in ensuring that customer requests are handled promptly and accurately within specified service levels to maintain optimal service standards.

• Respond promptly and professionally to customer order related inquiries for shipment tracking, packing lists, bill of ladings, and proof of deliveries.
• Manage order status inquiries, providing timely and accurate information on shipping status and lead times. Assist with expedite requests as needed. 
• Accurately Initiate requests for credits, debits, and returns in ASC portal, adhering to company guidelines. 
• Promptly fulfill customer requests for Material Test Reports (MTRs) utilizing the ASC website and other internal resources.
• Act as first line of response to order related inquiries from ASC Distribution Centers and warehouses, coordinating with team members on any inquiries that need to be escalated to the next level.
• Maintain organized records of all orders and order related documentation in ASC systems and platforms. 
• Provide backup support to Order Entry/Customer Service Representatives on any pending customer requests during out-of-office periods, utilizing team resources as needed.
• Manage email traffic sent to the general ASC Orders and Customer Service related inboxes ensuring timely distribution to the right parties within specified service levels to ensure customer satisfaction.
• Run and monitor past due open order reports for specified customers on designated cadence and/or on demand reporting. Research past due drivers and obtain updated ship dates for customers.
• Other duties as assigned.

• Associate’s degree or equivalent work experience in a B2B environment.
• Proficiency in order management systems, Outlook and other MS applications. CRM experience is a plus.
• Excellent attention to detail and accuracy in data entry.
• Strong organizational and time-management skills, with the ability to prioritize tasks effectively 
• Exceptional communication skills, both verbal and written. 
• Ability to work independently with minimal supervision, as well as collaboratively within a team. 
• Flexibility to adapt to changing priorities and workload demands, with ability to work overtime on occasion.
• Commitment to providing outstanding customer service and maintaining a positive customer experience. 

WORKING CONDITIONS:

• Office environment with standard office equipment.
• Hybrid work environment 
• May require occasional overtime during peak periods