Customer Service Representative

SUMMARY: Customer Service Representative plays a critical role in our operations by providing an interface between customer and company.   This person is essential to building and maintaining strong relationships with our customers and consumers while contributing to the delivery of our business and financial objectives.

RESPONSIBILITIES: In this role you assist other Customer Service Representatives with:

• Promptly answer questions and concerns professionally and courteously by providing accurate and appropriate responses, both written and verbal, ensuring customer satisfaction.
• Accurately and efficiently process order transactions received via mail, fax or phone. Audit entry to ensure accurate terms, pricing, due dates and ship-to’s.  Document all purchase order changes.
• Process Web Fulfillment (non-integrated EDI) transactions and integrated EDI transactions.
• Perform data analysis on customer accounts as required or requested.

You will also perform the following duties:

• Review open order reports identifying late orders and investigate reason for delay, communicate delays to appropriate sales manager, reps and or/or customer and update order in system as approved.
• Review and manage internal routing of Customer Routing Guides updating master comments as necessary.
• Maintain the order/packing list filing system.
• Investigation of charge backs and late fees
• Navigation of retail websites for item set-up, ordering, etc.

REPORTING RELATIONSHIP: This position reports to the Manager of Sales Operations

QUALIFICATIONS: People working in this position must be very detail-oriented, work with a high degree of accuracy and the ability to multitask effectively.  Candidates should have at least a High School diploma and 3 years related experience or an associate degree.

Other requirements include:

• Must be proficient in Microsoft Office Applications
• Knowledge of Customer Service principles and practices
• Dependable
• Ability to prioritize and adapt to changes quickly
• Solid problem-analysis, problem-solving and follow through skills
• Strong listening, communication, and interpersonal skills
• Has initiative and takes on additional responsibilities
• Recommends process improvements
• Continually maintains working knowledge of products

Not Mandatory but a plus:

• Experience in a Manufacturing Settings
• SPS Experience
• QAD Experience