What are the responsibilities and job description for the Senior Customer Service Representative position at Carbery Group?
The Sr. Customer Service Representative plays a key role in managing customer relationships and ensuring a seamless order fulfillment process. This role involves handling daily customer service operations, troubleshooting issues, and collaborating with cross-functional teams to enhance the customer experience. Additionally, this position provides leadership within the customer service team by offering training and best practices guidance.
Key Responsibilities
- Communicate directly with customers by telephone and email
- Enter orders and provide confirmation of orders and ship dates to the customer
- Troubleshoot all problems / issues for all customers which may require additional follow up with key cross functional departments
- Coordination of order entry process including schedule of ship dates, resolution of customer complaints / issues and notification of shipped orders.
- Daily management of system database - new customer requirements, customer setup, issuing credits, adding pricing to new items, customer item codes, MAPPING, labeling requirements
- Responsible for training other team members in operating system, customer service best practices and Synergy procedures
- Verify accuracy of all information received on customer purchase order within system.
- Ensure that production and delivery meet specific customer needs and information is passed on to appropriate production schedulers and shipping personnel in a timely manner. Follow up is required
- Responsible for activation of new items, including follow up if item is not currently active, and creating pack out in the system
- Conduct weekly meetings with account manager to review open issues and upcoming opportunities
- Manage a specific sales territory and all the customers within the territory - must handle all requirements in that territory (I.E. shipping documents for international customers, portals, may require a customer meeting etc.)
Skills and Requirements
Salary Range : 55,000.00 - 82,000.00
The actual compensation that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled.
