Customer Service Representative - Denton, TX

Description

This role is responsible is for resolving customer issues, processing orders, tracking/tracing shipments, processing returns/damages, and working with internal departments.

Responsibilities:

• Resolve high volume of customer calls and emails in a timely manner
• Receive, process, and respond to inquiries regarding pricing, order status and changes, product availability and product information
• Process all incoming requests for shipment information from both internal and external based customers
• Act as a liaison between our Logistics Department and our customers regarding order status, tracking shipments, and identifying late shipments
• Facilitate the resolution of quality, service, or billing issues by performing activities such as issuing Order Complement, issuing RGA’s, or other remedies as deemed appropriate by management
• Check to ensure that appropriate changes were made to resolve customers' issues or requests, ensuring complete follow through every time
• Facilitate order complement process, completing the required paperwork and following through on the entire transaction to resolution
• Manage claims with freight companies and customers
• Complete regularly scheduled or ad hoc reports using SAP and MS Excel

Qualifications

• Professional business acumen with the proven ability to multi-task extensively and remain results-oriented while receiving ever-changing or ambiguous direction and minimal supervision
• Understanding of what it takes to provide good customer service
• Ability to follow through on complex/technical projects requiring extensive research
• Excellent phone presence and professional communication skills; proven ability to remain composed when faced with difficult issues and tight deadlines
• Advanced MS Office skills required