What are the responsibilities and job description for the Customer Service Representative position at Adams?
Adams is looking for a hard working, fast moving, top notch customer service rockstar for our growing Alabama team at our office in Bessemer, AL. This positions main responsibility is to provide best in-class service to our customers and facilitate communication between customers and our internal team. Our business system / ERP is P21 - previous experience with this platform would put the candidate at the top end of the salary range for this position.
KEY ACCOUNTABILITIES (What problem does this role solve for the company?)
- Deliver timely and accurate responses to customer inquiries
- Facilitate seamless communication between customers and internal teams to resolve issues and maintain great customer experience
- Support internal teams with order-building, tracking updates, and expedited requests to maintain great customer experience
REGULAR EXECUTION (How do they solve this problem?)
- Coordinate with the warehouse team to facilitate fast turnaround on urgent shipments
- Proactively address obsolete parts by researching drop-in replacement parts and updating system to reflect
- Acknowledgements: Verifies ship dates, pricing, and factory receipt of orders for Adams’ customers, updating as needed
- RMAs (Return Merchandise Authorizations): coordinate returns either back to Adams' stock or to the factory
- Assist customers and outside sales team with demo orders and samples
- Scheduling/coordinating freight pick ups
- Assisting customers for things such as:
- Provide tracking # or shipping updates
- Initiate expediting an order / shipping
- Problem solving quality issues such as mis-ships
- Assisting internal team with things such as:
- Factory PO# for order
- Tracking # or shipping update on orders
- Assist with expediting orders
