Customer Service Representative

Description Description 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 inquires, 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

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