Customer Service Representative (Order Processing Specialist)

Job Description

Job Description

Vie-Del is a major producer of concentrates from grapes and other fruits, brandy, spirits, and wines. We are currently seeking talented candidates to join the Vie-Del Family. We offer a competitive salary and excellent benefits package in an employee-friendly and rewarding environment.

SUMMARY: The Order Processing Specialist under limited supervision from the Lead Customer Service Manager will plan, organize, and direct the activities required to receive, schedule, coordinate, and process customer orders for products via phone, email, or direct contact by performing the following duties.

DUTIES:
1. Cover Customer Service Department phone lines to write phone orders, answer customer inquiries, record complaints and sell additional products that may meet customers' needs
2. Edit orders received by fax, mail or email for product name, price, nomenclature, terms, conditions and link to any agreement with any existing contracts. Compared to previous orders shipped to that particular customer
3. Input order onto the Telephone Order Pad and enter data into the computer.
4. Submit shipping instructions, release empty rail cars and file claims with the railroad online
5. Keep appropriate personnel, including the company President, advised of customer orders, complaints, product requests and other relevant information, via computer reports, memos and verbal contact, when necessary
6. Keep customer advised of shipping date, anticipated delays, and any additional information needed by customer.
7. Plan and direct the activity involved in the movement of inbound and outbound freight
8. Negotiate and receive freight quotes and ensure timely delivery and receipt of goods
9. Approve incoming freight bills and all UPS and Fed-Ex charges for customers and/or employees
10. Review account receivable and customer payment history to:
a) Ensure product is not shipped to customers with overdue accounts, without company President's approval
b) Verify that payment terms offered to customer remain appropriate
c) Contact past due accounts for payment status
d) Deduct incoming payments on weekly Accounts Receivable report.
11. Confer with production, sales, shipping, warehousing, or common carrier personnel to schedule and expedite shipments or trace missing or delayed shipments, including:
a) Recommending type of packaging or labeling needed for order
b) Follow up on orders to ensure delivery by specified dates.
c) Process all necessary documentation for export shipments, ensuring a smooth flow of goods through customs
12. Prepare sales invoice computing price and shipping charge, prepare additional forms required by customer, such as Certificates of Analysis (COA) or Country of Origin and email all required documentation to customer
13. Receive and research customer complaints
14. Prepare shipping orders, bills of lading, etc. and route order to shipping department. Prepare
Export papers & email to customers, Customs and carrier
15. Prepare sample request and forwards to lab for shipping. Contact customer for sample approval.
Notify Quality Control, Shipping and Production Departments when approved
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16. Maintain files of order documentation, invoices, freight rates, correspondence, etc.
17. Compile statistics and prepare various reports as directed by management
18. Verify carrier has current Certificates of Insurance on record naming Vie-Del Company as additional insured
19. Perform all other duties associated with Customer Service
20. Log shipments off customer contracts
21. Prepare daily and weekly inventory, daily shipping schedules.

ADDITIONAL DUTIES:
1. Perform other duties which may be assigned by the President.
2. The company reserves the right at any time, with or without notice, to change this job description, reassign or transfer the employee to another position, or alter or assign additional job responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Requires excellent verbal and written communication skills, as well as excellent organizational skills. Ability to type and enter on a personal computer, 10-key by touch. Experience with Windows, Microsoft Word, and Excel is preferred.

1. Education and Experience
High School diploma or GED. AA Degree or equivalent preferred and/or two years related experience. Proficiency using Microsoft Word, Excel, and other computer applications is desirable.

2. English Language Skills
Ability to read, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of an organization. Ability to effectively present information, both verbally and in writing.

3. Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry.

4. Reasoning Ability
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions.

5. Other Requirements
Intermediate or higher level of experience with word processing and spreadsheet applications. Intermediate or higher level of experience with Internet search engines. Typing speed of 40 words per minute or more and ten-key by touch.

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