Customer Service Rep II

Job Summary

As a Customer Service Representative II (CSR II), you are responsible for assisting internal and external customers and sales representatives with order entry with professionalism, skill, and expediency.

In this position, the employee will need to be able to help with customer service, TM assistance, and also help in the warehouse. Approximately 60% of the time will be helping with phone calls, order entry, outbound calls, pulling orders for TM’s. The remainder of time will be helping in the warehouse with tasks that need attention. Occasionally delivering product to customers.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Administrative:

• Accurately process and ensure accuracy of customer transactions in order entry system such as orders, quotes, returns, etc.

• Maintain accurate customer and territory records, facility records, and document all customer interaction.

• Generation of reports

• Develop strong working relationships with the customers, Territory Managers, manufacture partners, as well as all employees in the location.

• Monitor scheduled shipment dates to ensure timely delivery.

• Accurately maintain and ensure regulatory guidelines are met according to Company, State, and Federal policies. 

• Gain understanding of and adhere to Accounts Receivables policies and practices.

• Verify price and terms in accordance with standard procedures and customer profitability profiles.

• Multitask and work within multiple computer systems and communication platforms simultaneously. 

• Maintain a current knowledge of company products, policies and procedures

• Occasionally deliver orders to customers when needed.

• Outbound calls to customers for TM’s weekly routes.

• Help in warehouse to pull orders, receive inbound freight, help with outbound freight when needed. Also help to bin received product in warehouse.

• Assist purchasing with inventory management when needed.

Customer Support:

• Develop strong working relationships across the business/functions, as well as with customers and manufacturing partners. 

• Provide impeccable customer service and sales support; respond to customer queries, answer questions and solve problems in a timely fashion.

• Communicate any pertinent information received from customers to the outside sales representative or appropriate management.

• Identify customer requirements and expectations in order to recommend specific products and/or solutions.

• The Customer Service Representative may perform other duties as assigned

Additional Functions

In addition to the essential functions listed below, the incumbent may perform the following additional functions.

• Upgrades telephone orders.

• Introducing and promoting new products during calls.

• May also place outbound calls to existing customers to identify and suggest additional products and increase sales and services.

Job Qualifications

Required Qualifications

• High School Degree or equivalent

• Exceptional customer service and organizational skills

• Accuracy and strong attention to detail

• Effective verbal, written, and interpersonal communication skills 

• General computer proficiency including knowledge of MS Office

Preferred Qualifications

• Associate’s Degree or equivalent combination of education and experience.

• Proficiency in SAP or related ERP

• Agricultural background in Animal Health sales or feed sales

Working Conditions

Physical Demands

• Operating a computer or other office devices for the majority of the workday

• Ability to lift and move up to 50 lbs

• Ability to be fork-lift certified

• Must be able to communicate with others in person, over the phone, and in writing. 

• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

• Must be able to read and interpret various electronic and written documents.

Environmental Factors

This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

Travel and On-Call

This position provides the opportunity for minimal travel (10%) in a local area for a sales ride-along or training opportunity.