Customer Service Representative

Position:                            Customer Service                

Department:                      Operations Department - Boylan Bottling Company

Reports To:                       Customer Service Manager

Employment Status:         Full-Time

Office Location:                Remote – Limited travel

Job Summary

Boylan Bottling Company is looking for a Customer Service Representative.  The Customer Service Representative performs the day-to-day processing of customer orders, schedules deliveries, and maintains customer information in the ERP.

Job Specific Responsibilities and Duties: 

• Process customer orders in ERP and confirms they adhere to order requirements including order minimums, pricing, discounts, lead-time, delivery method, and fees.
• Communicate with customers about any order issues, delays, or updates using the customer’s preferred communication method.
• Work with accounting on late payments, credit limits, and customer holds.
• Request and compare quotes from LTL and FTL carriers for delivery to customers, assign each load to lowest cost service with acceptable service levels.
• Release orders to carriers and communicate handling and delivery requirements.
• Prepare and send EDI transactions to select customers; keep track of customer EDI needs and process transactions promptly.
• Send orders to warehouses for picking in advance of shipment date; communicate any special order requirements to warehouses.
• Work with customers’ portals as needed to request shipments, send ASNs, or manage inventory.
• Review inventory availability daily and alert Customer Service Manager of any shortages.
• Process all shipments daily; check orders against BOLs and process the shipment and invoice in the ERP.
• Work with carrier claims departments to recoup any losses from damaged or lost shipments.
• Enact process improvement by evaluating current processes and procedures to identify more efficient and accurate task handling practices.
• Develop constructive and cooperative working relationships within cross-functional teams.
• Target to achieve 100% error free data entry.

Basic Responsibilities:

• Respond to incoming calls, e-mails, mail and in-person requests.
• Comply with company policies, practices, and procedures.
• Attend meetings and prepare follow-up as needed.
• Set goals, prioritize, and execute duties of the position.
• Manage documents, files, and electronic information in an organized, efficient and secure manner.
• Interact with customers in a professional and pleasant manner. 
• Represent company as a professional in appearance and manner.
• Communicate written and oral communication at the highest level of professionalism and integrity.
• Perform quality and quantity duties as expected for position.

Qualifications: 

• Bachelor’s degree or equivalent from four-year college or university and 2 years relevant inventory/production accounting experience (Accounting Degree preferred with expertise in production and materials movement); or high school diploma and 5 years of relevant inventory/production accounting experience.
• Experience working in food and beverage industry is preferred.
• Experience working with Microsoft Dynamics Business Central is preferred.
• Working knowledge of MS OFFICE (Outlook, Word, Excel)

Job Specific Requirements: 

• Possess basic personal computer skills.
• Exhibit strong numerical ability.
• Execute tasks with accuracy and attention to detail.
• Perform responsibilities with honesty and integrity.
• Maintain a professional level of stress tolerance.
• Possess ability to adapt to changing environment.

Basic Requirements:

• Able to hear, understand and respond appropriately to others in person or with other communication devices.
• Able to read and observe surroundings.
• Able to physically perform duties at the speed, mobility, and force necessary.
• Able to manage emotional and mental state while performing various job duties.
• Able to verbally communicate in English, thoughts, and questions at a reasonable level of articulation.

The job description outlined above is considered a core list of job duties/requirements.  This document should not be considered a complete or comprehensive list.  The incumbent assigned to this position is required to perform the duties listed above.  The incumbent is also expected to adapt to changes and/or additions as needed.  Nothing contained within this document is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and Emigrant Bank and its Subsidiaries.  Emigrant Savings Bank and its Subsidiaries retain and reserve any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper. Emigrant Savings Bank and its subsidiaries and affiliates are Equal Opportunity and Affirmative Action employers.