Customer Service Representative

Customer Service Coordinator

Works under the direction of the Customer Service Manager on tasks related to handling all aspects of fulfilling customer orders - from the point of receipt to confirming orders, which includes (but is not limited to) working directly with the wholesalers to meet their inventory targets, determining product availability for shipment, configuring truckloads/optimizing freight, and executing any necessary order changes.

Essential Duties And Responsibilities

• Processes inbound customer orders and prepares order confirmations based on demand dates/inventory target dates, product availability, optimal truck configurations, etc.
• Processes any necessary order change requests, preparing our response to changes including our product availability, truck load availability, timing and Analyst/Sales team review and approval of requested changes.
• Works/communicates directly with customers (Wholesalers) regarding all aspects of placed orders and their fulfillment, building shipment plans, and communicating order arrivals with customers.
• Linking all necessary parties to ensure timely deliveries at minimal disruption and cost to the business, including warehouse teams, freight forwarders, customs agencies, and customers.
• Works/communicates regularly with Analyst, Sales, Marketing, and Production teams.
• Works closely with other Customer Service Coordinator(s) and Customer Service Manager, as well as Production Planner(s), to ensure adequate inventory is maintained relative to forecasted and customer order demand.
• Works closely with other Customer Service Coordinator(s) and Customer Service Manager, as well as Warehouse team, to ensure that customer orders are correctly filled and shipped on-time.
• Acts as a point of contact for wholesalers regarding any customer service issues (ie. OS&D)
• Monitors and reports on metrics for order activity and change activity.
• Composes and types routine correspondence; makes copies of correspondence or other printed materials. Organizes and maintains file system, and files correspondence and other records.
• Helps to coordinate and arrange meetings, prepares agendas, reserves and prepares facilities.
• Helps to maintain the electronic database of customer information and updates information.

Qualifications, Skills, Knowledge & Experience

• Good candidates must fit in with our enthusiastic and hardworking team environment.
• Excellent written and verbal communication skills.
• Excellent time management skills and ability to multi-task.
• Must be detail oriented.
• Proficient in Microsoft office (specifically Excel).
• Ability to pull and analyze data.
• Experience with customer service/have a customer service or support background.
• Bachelor's degree (B. A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.

Compensation & Benefits

• Competitive Salary Range
• Health, dental, vision, and other coverage for all employees starts date of hire.
• 401(k) matching
• Paid time off, volunteer time, and floating holidays
• Employee Assistance Program
• Paid sabbaticals with tenure
• Paid parental leave for all employees