Customer Service Representative

Job Description

Job Description

Customer Service Representative for a long-term temp, 3 - 6 months (possibly perm) position in Bradenton, FL.

Hours:Monday - Friday, 8:00 a.m. - 5:00 p.m.

Payrate:$22 - $25/hr.

RESPONSIBILITIES:

• Respond to customer inquiries received by phone and through the Customer Service email inbox;
• Enter and maintain customer orders accurately in Syteline;
• Review customer orders for completeness and accuracy and resolve routine discrepancies;
• Provide customers with accurate information regarding products, pricing, availability, lead times and shipment status;
• Prepare routine customer quotations within established guidelines and coordinate commercial exceptions with the appropriate Sales representative;
• Process order modifications and cancellations according to established procedures;
• Prepare and send order acknowledgements;
• Monitor open and backlog orders and follow up internally on material availability, production status and expected completion dates;
• Communicate estimated ship dates, delays and order status changes to customers;
• Coordinate customer delivery requirements with Production and Logistics;
• Provide customers with tracking information for shipments originating from Bradenton or other locations;
• Process and follow up on drop shipment orders;
• Support daily invoicing activities and respond to routine invoice-related questions;
• Process routine return and exchange requests in accordance with established procedures and support RMA activities;
• Escalate complex customer complaints, commercial exceptions and unusual situations to the Customer Experience Supervisor;
• Maintain accurate customer and order information within company systems;
• Maintain knowledge of products, services, procedures and current lead times;
• Communicate and collaborate regularly with Regional Sales Managers regarding customer and order-related issues;
• Participate in departmental, Sales and Production meetings as required;
• Collaborate with other departments to ensure effective resolution of customer requests and continuity of service.

SCOPE OF THE POSITION

The position is based in Bradenton, Florida;

Supports customers primarily within the United States;

Works closely with the Customer Experience Supervisor, Sales, Production, Logistics and Accounting;

Operates primarily within established procedures and guidelines;

Escalates significant customer complaints, pricing exceptions, operational issues and situations requiring management decisions to the Customer Experience Supervisor.

KEY DATA

Financial / Non-Financial Data

Order entry accuracy;

Timeliness of order processing;

Customer response time;

Accuracy and timeliness of customer order-status information;

Timely completion of invoicing and administrative activities;

Customer issue resolution and follow-up;

Backlog and open-order follow-up.

REQUIRED QUALIFICATIONS

Education

High school diploma or equivalent required;

An equivalent combination of education and relevant experience may be considered.)

Experience and Knowledge

One or more years of experience in customer service, order management, inside sales support or a related position preferred;

Experience working with ERP or order management systems is preferred;

Knowledge of HVAC or ventilation products is an asset.

Language Requirements

English, written and spoken: required;

French: an asset.

Computer Skills

Microsoft Office 365, including Outlook, Teams, Word and Excel;

Experience with ERP and CRM systems