Customer Service Representative

This role can sit in Madison, MS, or Houston, TX

SUMMARY

Under the supervision of the Supply Chain Manager, the Customer Service Representative II (CSR II) is accountable for establishing strong customer relationships based on trust and responsiveness. The CSR II will accurately and efficiently process customer orders to ensure customer demands are met, manage customer complaints and issues, and be empowered to resolve them in a timely and professional manner.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Accept, enter and maintain orders in SAP.
• Understand and executes all types of order processing, like Consignment, Stock Transfers, Standard Orders, and Free of Charge Orders
• Understand and utilize each plant’s scheduling process
• Develop system understanding and ease of use in Salesforce, DocuSign, TMS, Bourque, Workday, Concur, ADP, Nitro, Microsoft Office, The Training Exchange, and Global VMI as required.
• Verify pricing & execute on DOA approvals as needed
• Respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies
• Process and maintain customer profiles as needed
• Maintain knowledge of customer requirements, products, packaging
• Create orders using optimal truck weights to ensure no fines, penalties or delays while shipping maximum quantity.
• Able to function in one or more market segments
• Understand and correctly interpret Service and VMI agreements, including all retail customer contracts and requirements
• Expedite hot or special orders as agreed upon with sales and supervisor
• Scan/save order and order support documents
• Customer Service Drive maintenance
• Maintain relationship with external warehouse/terminal management
• For assigned external warehouse/terminal, balance inventory to SAP inventory monthly
• Tender shipments for external warehouses / terminals, providing bills of lading and any other required documentation.
• Understand and correctly interpret Consignment agreements, including all retail customer contracts and requirements
• Properly accept, log, manage and resolve customer and sales issues in a professional and empathetic manner
• Address and correct customer service issues, forward issues to appropriate department, and conduct follow-ups to ensure overall customer satisfaction
• Research deductions/short payments/credit disputes & communicate with customer in a professional and empathetic manner to resolve dispute/issue
• Collaborate with related departments / teams to expedite orders and customer requests in a timely manner
• Perform backorder coordination/shipping
• Maintain customer records
• Communicate any variations or schedule delays in customer orders in a timely manner
• Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
• Implement 3% freight surcharge when applicable and communicate to customer prior to shipment.
• Maintain strong lines of communication with warehouses, shipping and logistics to ensure seamless order processing and execution on standard and special/hot orders.
• Must maintain familiarity with both trucking and rail transportation processes
• Must maintain familiarity with Canada Customs requirements

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School diploma is required
• Bachelor’s degree is desired
• Must have a minimum of 5 years of practical customer service experience
• Must possess excellent communication skills, strong interpersonal and relationship management skills
• Should be experienced and comfortable in conflict resolution
• Should be able to multi-task and prioritize complex workload
• Some exposure to manufacturing industry is desired
• SAP and/or salesforce.com experience is a plus
• Good computer systems aptitude and solid PC/keyboarding skills
• Strong basic math skills are desired

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit, stand, walk and climb; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds, and infrequently lift and/or move up to 20 lbs. The employee must frequently make minor decisions with limited information, general decisions in the absence of specific directions, and perform activities requiring sustained concentration.

WORK ENVIRONMENT

The noise level in the work environment is sometimes moderate when working in an office, however, some of the work may be required in the operating units which mandates usage of required PPE (Personal Protective Equipment) including safety glasses, hearing protection, etc. During active remediation additional requirements may include fit testing for respiratory equipment, chemical suits, face shields, etc. May also result in exposure to outside elements and may require usage of stairs. Moderate travel (20-40%) may be required to perform duties.