Customer Service Representative

Customer Service Representative

Bradshaw Home is seeking a Customer Service Representative to join our team at our Rancho Cucamonga headquarters. This position will be responsible for managing major customer accounts, including communication, order processing, and routing. Orders are received via EDI and email, and you will coordinate and prioritize all incoming orders to ensure they are processed accurately in our order management system and shipped on time. You will also work closely with customers, sales managers, and internal departments regarding pricing, item availability, shipping issues, on-time delivery, and other customer-related inquiries.

Work Arrangement: Hybrid schedule based in Rancho Cucamonga (Tuesday through Thursday in office) after successful completion of the first 90 days. New hires are required to work onsite Monday through Friday during the initial 90-day training and onboarding period.

Responsibilities:

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

• Process all EDI and manual orders for the customers you manage within 24 hours of receipt.
• Review and resolve failed inbound EDI orders by maintaining the EDI code list for each of your customers.
• Resolve all order holds within 72 hours of order entry.
• Ensure all orders are released to the warehouse 3 days before the ship date.
• File all purchase orders in our virtual filing cabinet.
• File all pertinent PO specific emails including extension requests/approvals in our virtual filing cabinet.
• Reply to all customer inquiries within 24 hours of receipt.
• Email out of stock reports daily to our customers.
• Process and reply to all production planning cut/extension requests within 24 hrs of receipt.
• Process and reply to all OMS Allocation cut/extension requests within 24 hrs of receipt.
• Review Open Order Report 2x per week or as requested.
• Review delivery date change request emails and tracking emails (Late Requested Delivery Date) from transportation & notify customers of delivery date changes and request extensions.
• Ensure all shipped orders are invoiced and closed in all systems.
• Review vendor guides for the customers you manage and ensure you understand the compliance requirements for each.
• Process and submit routing for collect customers, ensuring adherence to each customer's guidelines.
• Schedule pickup appointments for collect customers on our scheduling platform.
• Performs other duties as assigned to support the overall success of the team and company.

Requirements:

• High school diploma or GED, some college preferred.
• 3+ years of relevant customer service experience with an emphasis in order processing and/or order management.
• Working knowledge of Microsoft Office Suite; Outlook, Excel, Word, PowerPoint and Access and web-based applications.
• Experience working with an order management software and ERP system.
• Positive and professional attitude.
• Ability to work well under pressure.
• Excellent written and verbal communication skills, with the ability to effectively and persuasively communicate both internally and externally.
• Excellent organizational skills with the ability to prioritize and multitask effectively.
• Attention to detail and accuracy.
• Strong work ethic with a "never-settle" attitude.
• Takes initiative.
• Commitment to the job.
• Self-motivated and a reliable team player.
• Demonstrated ability to multi-task, problem solve and maintain professional in stressful situations.
• Strong problem-solving skills with the ability to identify and analyze complex problems, to develop, evaluate options, and implement solutions.

Pay and Benefits: US$21.00 Hourly. Final compensation offered will be determined based on a number of job-related factors, including the candidate's skills, experience, and qualifications. Employees in this role are eligible to participate in the company's benefits program, which includes medical, dental, and vision insurance, 401(k) with company matching, accrued vacation, floating holidays, and designated company holidays.

Life at Bradshaw Home: At Bradshaw Home, we're proud of our culture of collaboration, growth, and innovation. Recognized as a Great Place to Work, we believe in supporting our people just as much as we support our customers.

Bradshaw Home is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, veteran status, or any other characteristic protected by applicable law.