Customer Service Associate Ontario, CA

Role Overview

Primary point of contact for our national retail customers resolving order delivery and account inquiries quickly and accurately and making sure orders flow correctly through our order management and EDI systems.

Key Responsibilities

• Respond to customer inquiries by phone email and sales order; identify the issue and provide solutions within established time limits
• Follow up on open issues until resolution is confirmed with the customer and internal stakeholders
• Proactively communicate order status changes and delays to customers Sales and Operations
• Monitor order flow through EDI DRI and CSI; identify and correct order errors holds and exceptions
• Document customer interactions order changes and resolutions accurately in the appropriate systems
• Coordinate with Sales Purchasing Production Shipping and Transportation to resolve cross-departmental order and delivery issues
• Research order history and prior interactions to support account activity
• Prepare assigned reports accurately and on time
• Assist in training new or existing team members as needed

Must-Have Qualifications

• High school diploma or GED
• 2 years of related customer service experience and/or training or equivalent combination of education and experience
• Intermediate Microsoft Office (Outlook Excel Word)
• Familiarity with ERP systems and EDI order processing
• Strong written and verbal communication; able to write clear professional emails and respond to questions from customers carriers and internal teams

Required Experience:

IC