Customer Support Rep

Customer Support Representative

Pay Rate: $23/HR Location: 1100 Technology Dr, Jackson, MI 49201

Job Purpose: Manage customer service through the order fulfillment process. Ensure that internal and external customers have a positive experience that meets or exceeds their expectations while adhering to core business metrics.

Knowledge and Experience: SAP experience required. Medium or advanced Excel. A certificate or diploma in Business Administration or Marketing. At least 2 years of experience in a business or customer service-related position. Computer proficiency and ability to handle multiple Microsoft programs. Strong analytical and reporting skills to support the sales and accounts teams. Effective problem-solving skills. Strong written and verbal skills. Ability to set priorities and make decisions in a dynamic work environment as required. Strong teamwork skills.

Core Responsibilities:

• Receives, processes, and follows up on customer orders in SAP and provides a response to external and internal customer inquiries. Internal customers such as the sales team, planning, logistics, credit, controlling, marketing, and quality. (50%)
• Verifies order parameters such as availability, specifications, pricing, delivery options, etc..., and directly initiates the necessary actions required to resolve any differences between the customer's requirements and client's ability to satisfy them. (15%)
• Prepares reports and maintains key business tracking information during the season. (15%)
• Process Non-Conformance in SAP. Tracks complaints and identifies opportunities for corrective and preventive actions. (20%)

Nature and Scope: This position interacts with multiple disciplines internally - planning, sales, marketing, and logistics as well as managing multiple systems and multiple customer organizations. This position also interacts with many different customers. This position receives general business and strategic guidance from their direct supervisor and has input into operational strategies. Customer services do have access to a number of solutions however decision-making will require creative solutions given the complexity of each customer.