Customer Service Representative

Job Title: Customer Service Representative

Location: Mt. Olive, NJ

Type: Contract To Hire

Compensation: $26.00

Work Model: Hybrid – onsite and remote

Hours: 8am - 5pm, Mon - Fri, 40 hours per week

Overview:

The customer service representative ensures excellence in customer care through collaboration with the sales, planning, procurement, production, and shipping teams by providing comprehensive sales support and professional and prompt customer service for a defined account base.

Responsibilities:

• Coordinate all sales activities associated with a defined customer base
• Access multiple computer systems to enter and retrieve information to process orders
• Receive and process orders from customers, sales representatives, and customer portals
• Enter and maintain customer information and instructions into database system
• Collaborate with sales team on all issues associated with the corresponding customer base
• Ensure customer special requirements, such as labeling, packaging, documents, are entered into operating system and communicated to relevant departments
• Confirm pricing, inventory availability, ship date, and any other applicable information to customers in a timely manner via email, telephone, or fax
• Follow FIFO standard for lot selection in accordance with packaging and customer approved lots
• Verify that customer-specific documentation has been provided for all orders or pre-shipment or co-shipment samples
• Prioritize orders with shipping and sampling personnel to ensure the dispatch of high-priority orders
• Keep customers proactively informed about the status and progress of orders, taking appropriate actions to meet promised ship dates and prevent delays
• Take initiative to perform thorough investigation of any matter related to sales of the customer base, by collecting data, presenting facts, and providing suggestions for follow-up and resolution
• Maintain continual contact with customers regarding pending sales issues and once resolved, contact customer to ensure matter was resolved to customer’s satisfaction
• Coordinate with sales persons to obtain forecasts from customers and distribute this information to procurement/planning team
• Attend training sessions, meetings, and travel locally to customer sites for computer/portal training as required
• Respond to customer inquiries on billing issues and coordinate resolution with appropriate departments
• Process customer complaints in ETQ, handle credits as necessary after appropriate authorization, and organize return of goods if necessary
• Coordinate with sales leadership and executive management to define post-sales support initiatives
• Act as liaison between sales, quality control, regulatory, shipping, and receiving
• Participate in evaluation and improvement of metrics data
• Act as back-up to other customer service representatives and the customer and sales support specialist in case of absence or vacation
• Handle any related customer service or customer and sales support projects assigned

Requirements:

• High School Diploma or GED
• Fluency in English
• Knowledge of Microsoft Office; Word, Excel, PowerPoint, Office 365
• 2 years of prior working experience in a customer service role

Preferred:

• College degree in related field
• Advanced knowledge of Oracle/Excel/Office 365/Word
• 2+ years of prior work experience in the customer service department of a fragrance/flavor company

System One, and its subsidiaries including Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.