Customer Service Representative

Job Title

Location: San Diego, CA Work Mode: Onsite

Responsibilities

• Timely and accurate data entry of customer orders into the ERP system.
• Process a high volume of daily orders (150 - 200 daily).
• Initiate customer contact via phone or email to verify order information.
• Provide service to inbound customers over the phone and via email for new orders and delivery information.
• Handle electronic processing and exception handling of orders in the system.
• Meet or exceed productivity and quality expectations.
• Navigate multiple system applications to deliver service throughout the order life cycle.
• Generate order entry snapshots to inform the team of daily progress.
• Participate in process improvements and share ideas.
• Escalate customer issues to management as needed.
• Support the Customer Care Department with data entry as needed.
• Identify discrepancies impacting on-time delivery and communicate with customers for resolution.
• Be the subject matter expert on ordering platforms and customer needs.
• Address non-technical customer inquiries regarding delivery, order status, and invoices.
• Maintain privacy regarding confidential customer information.
• Participate in daily department meetings, owning metrics and providing insights.
• Become eligible to serve as a Qualified Trainer for the team.
• Handle other projects or responsibilities as required.

Requirements

• Minimum 2 years of applicable Customer Service experience.
• Minimum 2 years of experience entering high volume of data or orders (150-200 daily).
• Minimum 2 years of experience with ERP systems.
• Minimum 2 years of experience with CRM systems.
• Strong computer skills, with intermediate proficiency in MS Office programs.
• Ability to work in a dynamic, fast-paced environment.
• Independent self-starter who strives to meet and exceed goals.
• Strong attention to detail – accuracy is essential.
• Proven excellent verbal/written communication.
• Proven track record of de-escalating customer issues with sympathy and empathy.

Preferred Skills

• Bachelor's Degree or equivalent combination of education and experience.
• Proficient knowledge of ERP and CRM systems.
• Proficient experience with EDI order processing.
• Experience with multiple order source platforms.
• A desire to enact change and strive for innovation.
• Proficiency with 10-key.