Customer Service Representative

This role can sit in Madison, MS, or Houston, TXSUMMARYUnder the supervision of the Supply Chain Manager, the Customer Service Representative II (CSR II) is accountable for establishing strong customer relationships based on trust and responsiveness. The CSR II will accurately and efficiently process customer orders to ensure customer demands are met, manage customer complaints and issues, and be empowered to resolve them in a timely and professional manner. DUTIES AND RESPONSIBILITIESMay include, but are not limited to, the following:Accept, enter and maintain orders in SAP.Understand and executes all types of order processing, like Consignment, Stock Transfers, Standard Orders, and Free of Charge OrdersUnderstand and utilize each plant's scheduling processDevelop system understanding and ease of use in Salesforce, DocuSign, TMS, Bourque, Workday, Concur, ADP, Nitro, Microsoft Office, The Training Exchange, and Global VMI as required.Verify pricing & execute on DOA approvals as neededRespond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policiesProcess and maintain customer profiles as neededMaintain knowledge of customer requirements, products, packagingCreate orders using optimal truck weights to ensure no fines, penalties or delays while shipping maximum quantity.Able to function in one or more market segmentsUnderstand and correctly interpret Service and VMI agreements, including all retail customer contracts and requirementsExpedite hot or special orders as agreed upon with sales and supervisorScan/save order and order support documentsCustomer Service Drive maintenanceMaintain relationship with external warehouse/terminal managementFor assigned external warehouse/terminal, balance inventory to SAP inventory monthlyTender shipments for external warehouses / terminals, providing bills of lading and any other required documentation.Understand and correctly interpret Consignment agreements, including all retail customer contracts and requirementsProperly accept, log, manage and resolve customer and sales issues in a professional and empathetic mannerAddress and correct customer service issues, forward issues to appropriate department, and conduct follow-ups to ensure overall customer satisfactionResearch deductions/short payments/credit disputes & communicate with customer in a professional and empathetic manner to resolve dispute/issueCollaborate with related departments / teams to expedite orders and customer requests in a timely mannerPerform backorder coordination/shippingMaintain customer recordsCommunicate any variations or schedule delays in customer orders in a timely mannerManage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.Implement 3% freight surcharge when applicable and communicate to customer prior to shipment.Maintain strong lines of communication with warehouses, shipping and logistics to ensure seamless order processing and execution on standard and special/hot orders.Must maintain familiarity with both trucking and rail transportation processesMust maintain familiarity with Canada Customs requirementsEDUCATION, EXPERIENCE AND QUALIFICATIONSHigh School diploma is requiredBachelor's degree is desiredMust have a minimum of 5 years of practical customer service experienceMust possess excellent communication skills, strong interpersonal and relationship management skillsShould be experienced and comfortable in conflict resolutionShould be able to multi-task and prioritize complex workloadSome exposure to manufacturing industry is desiredSAP and/or experience is a plusGood computer systems aptitude and solid PC/keyboarding skillsStrong basic math skills are desiredPHYSICAL DEMANDSWhile performing the duties of this job, the employee is frequently required to sit, stand, walk and climb; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds, and infrequently lift and/or move up to 20 lbs. The employee must frequently make minor decisions with limited information, general decisions in the absence of specific directions, and perform activities requiring sustained concentration.WORK ENVIRONMENTThe noise level in the work environment is sometimes moderate when working in an office, however, some of the work may be required in the operating units which mandates usage of required PPE (Personal Protective Equipment) including safety glasses, hearing protection, etc. During active remediation additional requirements may include fit testing for respiratory equipment, chemical suits, face shields, etc. May also result in exposure to outside elements and may require usage of stairs. Moderate travel (20-40%) may be required to perform duties.