What are the responsibilities and job description for the Contract Customer Service Rep position at First Tek, Inc.?
The role is responsible for ensuring that internal and external customers have a positive experience that meets or exceed their expectation while adhering to core business metrics. Knowledge and Experience -
What specific skills, training or experience are required to perform the job
Requirements should be the minimum needed to perform the job. Education / Experience / Skills
SAP experience required
Medium or advance excel
A certificate or diploma in Business Administration or Marketing. With at least 2 years of experience in a business or customer service-related position.
Computer proficiency and ability to handle multiple Microsoft programs -
Strong analytical and reporting skills to support the sales and accounts teams
Effective problem-solving skills
Strong written and verbal skills
Ability to set priorities and make decisions in a dynamic work environment as required
Strong teamwork skills Core Responsibilities - In order of importance, list 4-8 brief statements indicating the responsibility, what is done (Action), how it is done (Method or Means) and the expectation (End Result).
Include percentage of time spent on each (does not have to add to 100%). Responsibility % of time Receives, processes, and follows up on customer orders in SAP and provide a response to external and internal customer inquiries. Internal customers such as the sales team, planning, logistics, credit, controlling, marketing and quality.
50%Verifies order parameters such as availability, specifications, pricing, delivery options, etc..., and directly initiates the necessary actions required to resolve any differences between the customer's requirements and
- s ability to satisfy them
15%Prepares reports and maintains key business tracking information during the season.
15%Process Non-Conformance in SAP. Tracks complaints and identifies opportunities for corrective and preventive actions.
20%Nature and Scope - Provide the job context and a better understanding of the job's purpose and principal responsibilities by describing the following : " Business environment (market / external conditions / challenges the job faces on a regular basis) : This position interacts with multiple disciplines internally - planning, sales, marketing, and logistics as well as managing multiple systems and multiple customer organizations. This position also interacts with many different customers. " Level of Autonomy / Decision-Making Responsibility : This position receives general business and strategic guidance from their direct supervisor and has input into operational strategies. Customer services do have access to a number of solutions however decision-making will require creative solutions given the complexity of each customer.
Internal and external relationships (other than the supervisor, what other positions does this job interact with and why) :
Planning Team - to better understand product availability
Credit Manager - to understand the timing on releasing orders when customers are stretched on their credit limits
Sales - to ensure orders are placed to match appropriate monthly sales phasing targets
Retail Connect Team - to ensure Retail Connect customers are placing orders to match month-phasing targets
Logistics- to ensure orders will be processed and managed according to the customer's requests
Quals
Job Purpose - Why does the job exist and what is it designed to accomplish
Please include overall summary highlights (significant responsibilities and duties). 3-4 sentences maximum. Manage customer service through the order fulfillment process.
