Customer Service 3 (39724)

Customer Service 3

Western Distribution Center - Ontario, CA 91761-7883

Overview

Position Type Full Time

Description

The Central Services Representative (CSR) ensures a high level of support is provided to external/internal customers regarding the day-to-day order management of Emser's national accounts within the Builder, Commercial, Retail, and Mass Merchant/Internet segments, and for providing additional branch support regarding the order administration of high-volume-transaction accounts as well as occasional phone coverage. This position reports to the Central Services Manager/Supervisor.

The Central Services Team is positioned as a "next-level" service model providing a "single-point" of contact for high volume, multiple location customers. The Central Services Team is expected to be the "solution" for branch teams and customers through utilizing an in-depth knowledge of company systems, order processes, products, and service programs; as well as maintains a high level of productivity and accuracy.

General Focus and Scope of Responsibility:

The primary objective of the CSR is to provide customers with an effortless customer service experience. That includes processing orders, issuing credits, handling customer escalations, monitoring customer email folders for accuracy and timely responses, reviewing open order reports to avoid delays in shipment, auditing orders for pricing adherence and excessive price overrides, sourcing material, product knowledge, EDI (Electronic Data Interchange) order management, Emser Online order management, Sales Order Automation (IntelliChief) management, Ticketing system and Knowledge Base management, and the handling of the reconciliation process involved in short pays.

Essential Duties and Responsibilities :

1. Responsible for the complete, timely and accurate execution of several business transactions involved in the support of their assigned customer account(s):
   1. Understanding of customer and company requirements for assigned customer accounts through the usage of order entry guides
   2. Timely Receipt, validation, and processing of purchase orders
   3. Communication of order issues including incorrect pricing, improper package configurations, product size, terms and conditions of sale, etc.
   4. Communication of product problems, anticipated receipt of required products or potential substation of in-stock products to limit re-selections and customer issues
   5. Sourcing of product to support on-time shipment and delivery of orders
   6. Creation and distribution of order confirmations including communication of potential shipment or delivery issues regarding lead times and their potential resolution
   7. Coordination of transportation and scheduling of delivery at the customer or job site
   8. Resolution of issues and problems associated with any or all the above
   9. Reconciliation of short pays and issuing of credits
   10. Processing of Return Authorizations due to a number or reasons, including freight/concealed damages, order entry/shipping errors, quality issues, etc.
   11. Handling of queue calls from customers ranging from expediting freight requests, inventory availability, order status updates, pricing inquiries, etc.
2. With Support of the Central Services Manager/Supervisor, coordination of all aspects of each business transaction with internal departments, customers and suppliers as required to meet customer order requirements
3. Identification and resolution of issues that may negatively affect operations in a proactive and decisive manner
4. Management of account activities, including:
   1. Workload management
   2. Quality and accuracy of work performed based on key metrics
   3. Scheduling and execution of assigned tasks and functions
   4. Implementation of new business processes and day to day management of existing processes
5. Other duties as assigned

Position Requirements:

1. Knowledge of ERP (Enterprise Resource Planning) ordering systems
2. Excellent customer service skills; especially when handling customer escalations
3. Strong verbal and written communication skills
4. Attention to detail; focus on execution and timely completion of tasks
5. The ability to recognize potential issues and quickly resolve prior to resulting in service failures
6. Business knowledge relating to the sales cycle, credit, shipping, and customer order management
7. Ability to work with a broad cross section of internal and external business partners, personalities and department functions
8. Service driven with both internal and external customers
9. Ability to adapt well to change

Physical Demands

Physical requirements of the position include walking, standing, reaching, sitting, stooping, squatting kneeling and bending on a regular basis; ability to speak and hear; ability to visually detect product color and shading variation.

Working Conditions

Work conditions for Central Services Team Lead include working in enclosed offices, partially enclosed warehouse spaces and outdoors in all weather conditions, including hot, cold, wet / dry weather. The work environment includes moving over and / or around obstacles on the ground and working in the vicinity of operating forklifts.

Qualifications

Emser is an equal opportunity employer and prohibits discrimination and harassment of any kind. Emser makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Emser wants to have the best available people in every job. Therefore, Emser does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department.