We are partnered with an equipment supplier in Mahwah, NJ. They are seeking a Senior Customer Service Specialist to join their team on a direct hire basis.

Position: Sr. Customer Service Specialist

Location: Mahwah, NJ

Days/Hours: Monday-Friday, 8:30AM-5:15PM, ONSITE

Compensation: Up to $65,000/year, DOE

Responsibilities:

• Manage and fully own the complete order process from start to finish in a timely manner
• Monitors orders daily and keeps customers updated to resolve all issues that prevent orders from flowing through the system, shipping, and billing properly
• Review Customer's Scorecards and root cause with IT and purchasing to maintain highest scores
• Update Customer's Routing Guides
• Monitor & maintain orders received via e-mail / EDI / Website / Amazon / Process Containers - Backorders
• Handle any delivery issues including missing shipments and damaged material
• Maintain back order and open order files, updating the customer on the order status and providing analysis when required
• Professionally manage queries and complaints to ensure that they are resolved within agreed timescales
• Ensure that the customer's journey is seamless and recognized as first class within the industry
• Enter customer orders into ERP system and review them for accuracy (items, pricing, terms & conditions, shipping method/terms, special notes & customer instructions, etc.)
• Monitor and maintain orders received via email, EDI, website, Amazon and processing sales quotations
• Assist Customers with resolution of shipment related issues by gathering all facts and relaying to the Distribution Center Director for investigation and resolution
• Research and resolution of any discrepancies during the order entry process or at any other time in the order processing cycle
• Communicate with customers and other departments related to order process: pricing discrepancies, credit issues, back orders, low inventory, shipping method, etc.
• Support sales team by developing and maintaining positive relationships with customers
• Assist customers via phone and e-mail with order inquiries, product questions, shipment questions, problem resolution
• Team player with ability to work well with supervisors, co-workers, other departments, etc.
• Must be willing to cross-train as needed

Qualifications:

• High school diploma or GED accepted; College degree preferred
• 5 years' experience at an inventory-based company (order management / customer service)
• Skilled in Microsoft Tools (Office 365, Excel, Word, Power Point)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.