What are the responsibilities and job description for the Customer Service Representative position at BIC?
For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.
As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.
Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.
It's a colorful world - make your mark by joining the BIC team today.
As a Customer Service Representative, you will handle a wide range of ancillary functions that the Customer Service Department is dependent on. These functions include, but not limited to: account management and monitoring service levels, EDI order activity and problem resolution for invalid order items, managing orders on hold, proactive order maintenance and tracking, return goods management.
Main Activities:
- Establish a knowledgeable and credible presence with the key accounts and the internal account team
- Manage specific assigned key customer accounts from order entry to final delivery assuring customer satisfaction and goal attainment which requires daily communications with Sales, Credit, Supply Chain, Supply & Demand, Legal and Distribution Planning
- Resolve channel conflict and customer service issues and maximize revenue opportunities, and position BIC as the provider of choice
- Ensure attainment of revenue goals and customer’s perception of BIC as a valued resource that provides expertise and ongoing assistance in resolving logistic issues
- Act as an integral member of the weekly supply/demand meetings, determining the best course of action to take regarding available inventory and customer orders
- Accountable for complex customer Score Card
- Utilize department reports to extract pertinent information used for servicing customers and monitoring account activity
- Key metrics inclusive of Score Card are related to on-time order fulfillment, first pass fill rate and customer satisfaction measurements for all assigned accounts
- Apply root cause analysis and problem resolution, report, track and monitor requirements to resolve penalties and communicate status of account activities to the various pertinent departments.
What You'll Need:
- Bachelor Degree/Associate Degree preferred or related experience
- Related experience in consumer goods account management, customer service, and/or logistics is prefered.
- Computer proficiency needed, experience with Microsoft Excel
- Power BI desirable.
- Ability to work as a team both internally and externally.
- Excellent communication skills.
- Strong analytical skills and attention to detail.
- Strong ability to prioritize and meet deadlines as required.
BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.
BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means
