Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for ensuring customers' orders are placed, processed, tracked, and returned in a timely manner. This role collaborates with the sales and operations teams to deliver outstanding customer experience while growing relationships with the accounts.

Duties and Responsibilities

• Accurately manage the order input process as it relates to price, terms of sale, product, quantity, ship to, sold to, and customer's special instructions.
• Ensure all policy processes are followed and necessary documents are verified and kept on file as needed.
• Work with internal supply chain departments to keep customers updated as to their order status if changes occur, in a pro-active manner.
• Maintain system accuracy on all sales orders and back orders to reflect reality of ship dates and if changes occur enter appropriate reason code.
• Complete all product returns or invoice adjustments in a timely manner.
• Work closely with sales representatives regarding price inquiries, discrepancies on customers purchase orders, update on customer order status, and monthly consignment inventory.
• Quoting, follow-up, expediting, and executing customers' requirements.
• Adept at multi-tasking, self-motivated with a strong drive to resolve issues quickly and effectively and work well within a team atmosphere.
• Understand the resources within the business to be an effective problem solver.
• Field customer calls/email regarding product knowledge, order information, pricing, and freight issues with a degree of professionalism.

Requirements

• High school diploma or GED is required.
• Minimum 2 - 4 years customer service experience, preferably in a distributor environment or extensive experience in a customer service position.
• Experience with enterprise resource system (ERP), specifically JDE or similar application.
• High attention to detail and organization skills.
• Experience within the manufacturing industry, B2B experience a plus – small to medium sized business setting.
• Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet, ability to learn Salesforce.
• Excellent communication, collaboration, and problem-solving skills.
• Exceptional degree of tact and empathy to resolve customer concerns in strengthening relationship.
• Strong team player with high degree of urgency with the ability to multi-task, plan, and prioritize.
• Detailed oriented.
• Ability to work and manage competing priorities in a fast-paced environment.