Job Title: Customer Service Representative II
Location: Lebanon, TN 37087
Duration: Long Term Contract
Shift: 8 am-5 pm M-F
Pay Rate: $20.84/hr

Must-have skills:

• 1. Oral and Written Communication skills
• 2. Customer Service Experience
• 3. Data entry experience

Description:

As a member of the Consumer Customer Support Team, the Account Support Specialist, on behalf of the customer, will liaise with internal functional groups including Sales, Design, Graphics, Production Planning, and Machinery to deliver a world-class customer experience. The Account Support Specialist will receive and process orders, coordinate and track shipments, and communicate status to customers in alignment with service level agreements for a select group of customers. The Account Support Specialist will also plan and execute processes associated with new product introduction and item transition. The Account Support Specialist will contribute to top-line revenues by ensuring adherence to terms and conditions, executing miscellaneous billing, and ensuring sell-through of customer-obligated inventory. This position will report to the VP, of Customer Operations.

Key Activities/Responsibilities

• Receive and process purchase orders for production and/or inventory release. Review and acknowledge orders within 24 hours of receipt. Communicate order confirmations and negotiate quantity and/or date adjustments as needed.
• Ensure shipments are scheduled to meet customer requirements, balancing service and costs appropriately.
• Proactively address and negotiate shipment shortages and/or delays to minimize customer impact and potential financial exposure. Recommend and process escalations as needed on behalf of the customer.
• Develop and manage timelines in support of new customer and product introductions ensuring all functional groups including the customer, graphics, design, machinery, and planning teams meet expected deliverables in a timely manner. Ensure clear communication to the customer and organization on plan variations that may impact service.
• Ensure accurate and timely execution of the monthly forecasting process. Review and analyze customer-supplied forecasts and apply adjustments based on historical trends where applicable. Where customer forecasts are not provided, calculate and submit an aggregate SKU family forecast in support of financial and production planning.
• Monitor end-of-life products and one-time production runs to minimize inventory obsolescence and maximize sell-through of customer-obligated inventory.
• Enforce established terms and conditions and ensure timely cost recovery by billing incremental services under agreements.

Required Knowledge, Skills, and Abilities:

• 2 years of customer service, inside sales, or inventory management experience
• Degree completion from an accredited Bachelors program is preferred but not required
• Computer skills: Intermediate skills with Microsoft Excel and Microsoft Office applications are required. Experience with ERP and/or CRM business applications is preferred though not required.
• Ability to work independently and as part of a team in a fast-paced environment
• Strong communication and interpersonal skills; highly collaborative style and comfort working with all levels

Additional details:

• Office environment, with flexibility for remote work
• After-hours accessibility via company mobile phone (limited)
• Travel as required, less than 5%
• Safety focused organization
• Values focused – Integrity, Respect, Accountability, Excellence

Job Types: Contract, Temporary

Pay: $20.84 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years
• 4 years

Shift:

• 8 hour shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 2 years (Preferred)
• CRM software: 1 year (Preferred)
• ERP systems: 1 year (Preferred)
• Inventory management: 1 year (Preferred)
• Inside sales: 1 year (Preferred)
• Microsoft Excel: 1 year (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person