Customer Service/Order Management

Position: Customer Service/Order Management

Location: Piscataway NJ

Duration: 6 months Temp to Perm

Pay Rate Range: up to $30/hour

100% onsite

Schedule: M-F, 8-5, 8 hour work day

Top 3 Skills/Requirements:

Extensive customer service experience, has chemical/fragrance industry background, ability to multitask and provide customer service experience and SAP experience preferred.

Education:

Bachelor Degree plus 1 year of comparable business experience preferred, or

• 4 years experience in Customer Care/Sales/Logistics related function

• Understanding of plant/warehouse systems and procedures for shipping, accounting, etc.

• Understanding of Logistics/Operations and impact to fulfilling customer orders.

• Provide order management support for Fragrances Client Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.

• Process customer complaints including the investigation and the resolution. Work cross-functionally across the Client and customer organizations to ensure appropriate problem resolution. Partner with operations colleagues (Client sites) to arrange for, and follow through, on all shipments and related transactions.

• Coordinate order status, availability (pricing, and delivery to customers). Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.

• Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.

• Respond to customers’ inquiries. Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in SAP

• Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated database.

• Ensure special handling of large to complex customer’s requirements with regards to product specifications, special packaging, regulatory compliance, etc.

• Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.

• Communicate customer expectations by interfacing with various Client Dept./areas

• Handles inquiries in Customer Service Group mailbox as well as voice mail system for all Client accounts. Works with credit and A/R to resolve customer disputes.

• Represent Account Management and interface externally with customers in meetings.

• Communicate pricing information to customers as needed.

• Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders. Follow up with Sales Representatives and other internal leads to maintain feedback to ensure focused consistent service to customers.