Customer Service Representative

POSITION OVERVIEW:

This onsite position located at one of our plant locations involves overseeing customer relationships, delivery processes, and addressing customer support requirements. Serving as the main point of contact at the plant for customers, this position is dedicated to upholding the utmost customer success and service standards. It is essential for this role to guarantee that Nelson Global sustains the highest levels of customer satisfaction, safeguarding the interests of all operations and overarching business goals. The incumbent will play a pivotal role in key decisions related to the daily management of orders for assigned customer accounts.

PRIMARY ACCOUNTABILITIES:
• Provide first class customer service to our internal and external customers.
• Develop professional working relationships with external and internal customers.
• Handle all customer inquiries regarding order status or complaint resolution. This would include pricing issues, shipping errors, and other related issues.
• Receive/review customer forecasts/orders.
• Manage order activities within customer assigned portals if applicable.
• Assist account managers with activities related to SKU management. (some customer price communications)
• Ensure that issues are resolved both promptly and thoroughly by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment. Conduct additional follow up to ensure issue resolution
• Partner with operations to resolve any reported quality or on-time delivery issues.
• Review incoming Purchase Orders for accuracy of pricing, lead time, terms, sold-to, ship-to, customer part number, etc.
• For manual orders, process order in Enterprise Resource Planning (ERP) system.
• For Electronic Data Interchange (EDI) orders, manage order demand through ERP designated error file.
• When order/forecast does not meet quoted terms work with customer to correct. If unable to resolve on your own escalate to the assigned Account Manager.
• Work with finance on ERP-related pricing updates.
• Negotiate requested order changes with operations and the customer. (Shipping location, quantity, due date)
• Approve or reject expedited freight charges using internal approval process and lead customer communication/negotiation.
• Reconcile any invoice deductions and resolve pricing issues with the accounting department.
• Other duties as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.