Customer Service Representative

Job Description

Job Description

Job Summary :

Potters is seeking a dedicated and detail-oriented Customer Service Representative (CSR) to join our team. The CSR will serve as the primary liaison between the company and our customers, ensuring accurate and timely handling of customer inquiries and orders. This role involves supporting various departments, including Credit, Finance, IT, and Sales, to ensure customer needs are met efficiently. The CSR will manage customer accounts, process quotes, resolve issues, and support invoicing processes.

Essential Duties & Responsibilities :

• Provide product and service information and resolve customer issues originating from the customer service mailbox, phone hotline, plant customer service, and sales.
• Collaborate with Credit, Finance, Human Resources, Information Technology, and Plant Customer Service to address customer needs in a timely manner.
• Create and maintain customer accounts in SAP, ensuring accurate information is secured.
• Manage and update customer data, including pricing, in SAP.
• Resolve customer feedback issues and concerns in a prompt and professional manner.
• Prepare and complete quotes for new and existing customers.
• Administer the invoicing process, investigate short payments, process adjustments, and offer price supports.
• Handle miscellaneous customer requests, including price quotes, samples, technical assistance, distributor inquiries, literature, SDS, spec sheets, invoices, and proof of delivery.
• Process credits, debits, and invoice revisions as required.
• Assist with training new hires.
• Assist with closing responsibilities, including preparing required reports.
• Ensure pricing accuracy, audits, and corrections in the SAP system.
• Enter special pricing and maintain changes in SAP.
• Stay knowledgeable about Potters products to effectively assist customers.
• Be proficient in SAP to handle basic CSR inquiries.
• Additional duties as assigned by the manager.

Job Qualifications / Requirements :

3 to 5 years of Customer Service and Order Fulfillment experience.

Proficiency in Microsoft Office (Word, Excel, Outlook).

Working Conditions :

Additional Information :

Equal Employment Opportunity (EEO) :

Potter Industries is an Equal Opportunity Employer. We are committed to providing a work environment that is free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage applicants from all backgrounds to apply.

If you are proactive, detail-oriented, and passionate about customer service, we encourage you to apply and become a part of Potters' dynamic team!