Customer Service Representative

Sales Order Management Position Shift: 1st Shift, Monday-Friday Duration: 05 -06 Months Pay range: $24 - $26.00/hr. Onsite Job In this role, we will need someone with skills including: Call Center - Order Entry, SAP knowledge, Excel, Organized Able to manage multiple mailboxes, Order entry of 400-500/quarter, Can work well in a team environment, High pressure Constant change. Position responsible for Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Client. Working in a customer service team of six people, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other departments. Order Management 65% - 70% Order Management: Order management will include a group of customers within one or multiple markets, segmented by market or geographic region, responsible for all activities for this group of customers. Learn & understand the products and customers/markets and gain the ability to offer proactive solutions to the customer. Responsible for approximately 2,000 order plus per year, receiving and acknowledging all orders within 24-hours of receipt. Consistently execute all quote to cash responsibilities including order entry, customer master settings, and automated AEN output for acknowledgments, ship notices, and invoices. Easily maintains most customer master information, and correct linkage of customers. Monitors orders for on-time delivery or renegotiate delivery dates, within service guidelines or with guidance. Understand and request approval for alternative forms of transportation, including cost differential and considering service rules. Review inventory and manage order confirmation and backorder processing. Possibly learning and/or executing more complex sales order processes. Uses most tools and reports to understand order process status and identify areas of concern in the quote to cash process. Notifies manager and requests assistance when needed for order fulfillment. Resolving Issues 10%- 20% Resolving Issues: Resolve crisis situations during and after hours of operation while not jeopardizing the customer relationships. Ability to enter and close complaints in each BU's specific complaint system within BU established service level. Record complaints and correctly assign to investigating party; understands implications of issues and effectively manages complaint process. Investigate and resolve residuals on a timely basis, weekly, creates credit and adjustments within authorized limits or requests approval when appropriate. Frequently recommends, initiates, identifies gaps, and suggests improvements. Training 5%- Training: Actively participate in all required training and in the appropriate time frame, as appropriate for learning new processes, reports, process changes, and apply learnings in this role. Training may include a variety of product, process or required courses. Maintain personal ISO training records. Additional Activities 10% - Additional Activities: Review existing and identify the need for new ISO procedures; make recommendations for revisions. Perform additional business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include: inside sales, import, export, collections, forecasting, Supply Chain, various report requests (SAP BW, WBBR, etc.). Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to customer service team members. Employee Benefits: At LanceSoft, full time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits: Four options of medical Insurance Dental and Vision Insurance 401k Contributions Critical Illness Insurance Voluntary Permanent Life Insurance Accident Insurance Other Employee Perks About LanceSoft LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.