Customer Support Representative

Summary:

Coordinates all aspects of order fulfillment through the warehouse and assists with order quality from inception of order through shipment of order. Reports to the Warehouse Manager.

Essential duties may include the following:

· Fulfillment order processing

o Keying in inventory information

o Setting up customers

o Printing orders

o Verifying orders

o Handling customer support calls for order placement or order inquiry

o Filing

o Order resolution/closing orders

· Preparing order activity information for billing department

· Preparing and printing end of month reports for clients

· Attending internal and/or client meetings and conference calls

· Accurately recording time and materials for duties performed

· Monitor/address low stock levels

· Manage log files

· Act as liaison between shipping, production, and account service

· Recommend improvements to processes

· Work with other departments to ensure orders are completed for shipment per client SLA

· Compile export compliance reports if required

· Work with other DCG companies to manage multi-facility accounts

· Work with all departments and stakeholders to maximize client benefits and enhance order processing cycle

· Work with programming, network administration, and corporate systems support to increase efficiency, recommend enhancements, and report issues

· Perform other duties as requested

Qualifications:

To perform this job at a satisfactory level, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the essential functions of the position.

Knowledge:

Position requires knowledge of and proficiency using the following:

·        Administrative and clerical procedures

·        Systems such as Word, Excel, Outlook

·        Order processing systems and workflow

·        Office procedures and terminology

·        Principles and processes for providing customer and personnel support

·        Compliance regulations

·        Distribution methods and carriers

Skills:

Position requires the ability and aptitude to do the following:

·        Learn new systems and procedures

·        Listen, discuss and assist clients in addressing their needs

·        Utilize basic math skills (adding, subtracting, multiplication, division)

·        Communicate effectively both verbally and in written format

·        Comprehend and follow instructions

·        Multitask, handling multiple duties concurrently

·        Develop manuals or procedures

·        Address and handle order fulfillment issues

·        Conduct all conversations and communications professionally and pleasantly

·        Address and resolve conflicts