Customer Service Representative

Axelon

San Diego, CA

Location: San Diego, CA
Work Mode: Onsite

Responsibilities:

Timely and accurate data entry of customer orders into the ERP system.
Process a high volume of daily orders (150 - 200 daily).
Initiate customer contact via phone or email to verify order information.
Provide service to inbound customers over the phone and via email for new orders and delivery information.
Handle electronic processing and exception handling of orders in the system.
Meet or exceed productivity and quality expectations.
Navigate multiple system applications to deliver service throughout the order life cycle.
Generate order entry snapshots to inform the team of daily progress.
Participate in process improvements and share ideas.
Escalate customer issues to management as needed.
Support the Customer Care Department with data entry as needed.
Identify discrepancies impacting on-time delivery and communicate with customers for resolution.
Be the subject matter expert on ordering platforms and customer needs.
Address non-technical customer inquiries regarding delivery, order status, and invoices.
Maintain privacy regarding confidential customer information.
Participate in daily department meetings, owning metrics and providing insights.
Become eligible to serve as a Qualified Trainer for the team.
Handle other projects or responsibilities as required.

Requirements:

Minimum 2 years of applicable Customer Service experience.
Minimum 2 years of experience entering high volume of data or orders (150-200 daily).
Minimum 2 years of experience with ERP systems.
Minimum 2 years of experience with CRM systems.
Strong computer skills, with intermediate proficiency in MS Office programs.
Ability to work in a dynamic, fast-paced environment.
Independent self-starter who strives to meet and exceed goals.
Strong attention to detail - accuracy is essential.
Proven excellent verbal/written communication.
Proven track record of de-escalating customer issues with sympathy and empathy.

Preferred Skills:

Bachelor's Degree or equivalent combination of education and experience.
Proficient knowledge of ERP and CRM systems.
Proficient experience with EDI order processing.
Experience with multiple order source platforms.
A desire to enact change and strive for innovation.
Proficiency with 10-key.

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Vacancy posted 2 days ago

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