Customer Service Representative

Customer Service Representative

The CSR will be responsible for delivering exceptional customer service. The position is responsible for ensuring the organization fully understands and complies with customer requirements. Acting as the primary liaison between Verdesian and its customers, this role oversees the entire order management processfrom order receipt and entry to inventory or production coordination, shipment, tracking, delivery, and invoicing. Throughout this process, the individual will maintain clear and timely communication with both internal teams and external customers regarding order status. Additionally, this position will lead efforts to identify, document, resolve, and communicate customer issues, ensuring prompt and effective resolution.

Essential Responsibilities:

• Front line customer contact that ensures the order process is executed timely and accurately. Steps include:
• Acknowledging receipt of Customer Purchase Orders (POs) within one hour of receipt.
• Entering order into the Oracle ERP system before close of business the day the customer PO is received.
• Establishing estimated ship date based on current inventory or production plan.
• Ensure Order shipment and tracking, order delivery, and customer invoicing within 24 hours of shipment.
• Maintain accurate estimated Ship Dates for orders by communicating and coordinating with the Site. Production and Logistics Coordinator as well as Production Distribution Planner to define date based on input supply and the production schedule.
• Effectively implement pricing and programs to ensure accurate execution of invoicing customers.
• Properly enter new customer ship-to information for existing customers to support an accurate order-to Invoice process.
• Ensure properly labeled products are shipped to our customers based on the state regulatory label requirements.
• Provide real time feedback and input to Site Production and Logistics Coordinator and/or Production Distribution Planner on changes in customer product requirements.
• Coordinate logistics with public warehouses and manufacturing sites which includes coordinating daily shipping with Third Party Logistics Provider, printing bill of lading, and sending shipment releases to warehouses and/or manufacturing sites.
• Communicate any product shortages to the Production Distribution Planner and work with the operations team on issue resolution and contingency planning.
• Provide weekly updates on the status of open orders and invoice orders within 24 hours of shipment.
• Ensure prompt resolution for all customer issues by working with appropriate departments to identify root cause and implementation of corrective and preventative actions.
• Provide support to Inventory Control Manager and Account Receivable Specialist for inventory reconciliation and customer billing questions or issues.
• Actively participate in efforts with commercial, operations, and finance by continually providing customer feedback to enable Verdesian to meet both the customer's and business' needs.
• Oversees and facilitates daily logistics activities and grants approvals for requested spends for expedited shipments requested by sales, customer service, or plant facilities.

Qualifications:

• Bachelor's Degree Preferred or equivalent Customer Service Experience
• Proficient in Salesforce (SFDC) and Oracle / SAP systems for data management and workflow optimization.
• Experienced with ERP platforms and skilled in Microsoft Excel and Word for reporting and documentation.

Criteria:

• Previous experience in agriculture and international shipping logistics.
• Demonstrates a professional, customer-centric approach to work.
• Effective communicator with both external customers & internal teams including production, planning, regulatory, commercial, & marketing.
• Strong verbal and written communication skills.
• Highly organized and detail-oriented, especially regarding documentation and compliance.
• Excellent problem-solving abilities.
• Capable of multitasking and maintaining composure in a fast-paced environment.
• Willingness and ability to work scheduled hours on a rotating shift.
• Collaborative team player who can work independently with minimal supervision.
• Bilingual candidates are strongly preferred.

Verdesian Life Sciences is an equal opportunity employer to all, regardless of age, ancestry, color, disability, military or veteran status, national origin, political affiliation, race, religious creed, sex, and sexual orientation.