Customer Service Representative

Under the leadership of the Customer Service Manager (CSM), the role of the Customer Service Representative (CSR) is responsible for establishing and maintaining relationships with external customers/vendors and internal teams to ensure order requirements are met in a timely fashion.

• The CSR will ensure that an excellent standard and high level of customer satisfaction is maintained.
• The CSR understands their role as brand ambassador and provides positive brand experiences to all customers.
• The CSR participates in all assigned training, setting and meeting personal goals.
• The CSR role is also responsible in supporting the CS team with various clerk duties as directed by the CSM.

WHAT YOU WILL DO

• Process new/open customer orders/backorders for shipment, and internal orders, point-of-Sale/drop-ship orders to vendors.
• Determine shipment dates by customer requirements, order size, warehouse efficiency, etc.
• Respond to phone/email/fax inquiries from customers/internal teams on a timely basis regarding inventory availability,pricing, order status, sales terms, promotions, shipment/delivery dates, etc. with high level of organization/professionalism
• Initiate / track / follow-up on drop-ship orders for customers
• Manage assigned customer accounts per instructions (particularly scheduled shipments) and update as needed on customer service network drive.
• Enter and maintain customer orders via BOE Daily EDI Program, Excel, mail, phone and fax.
• Coordinate shipping priorities and resolve shipping discrepancies with customers, sales, distribution, 3PL, and other departments to ensure orders are shipped to per specifications.
• Process invoices and credits within ERP system appropriately
• Run various ERP/CRM queries, including daily reports for sales/inventory teams, customers, quality hold orders to verify/release quantities, zero-shipped Factory-Direct orders
• Provide return authorization and reshipments of products when required.
• Solve challenging customer issues using creative solutions to find root causes and a high degree of tact/judgment to ensure a positive result and ensuring decisions are within company policy/procedure.
• Seek support from team members and/or Manager on escalated customer issues, problems and barriers.
• Provide "soft" technical assistance to customers such as interchanging of part numbers or specific applications using talking pictures and refer to the technical team for technical questions per company guidelines.
• Assist with the management of other accounts and support CSR staff as needed when absences exist within the department.
• Direct non-customer service inquiries to appropriate department/person
• Maintain a high level of confidentiality on customer account costing and pricing information.
• Submit credit requests and facilitate expediting releases of orders with advanced credit approval.
• Ensure orders are released by credit department prior to processing order requests
• Submit call reports for adjustments to achieve resolution of order issues and assist with credit issuance.
• Manage quality control (QC) and on-hold procedures for order issues (i.e. couplings bagged incorrectly, incorrect orders)
• Assist sales personnel with FS&Q's (Field Service and Quality Return Authorizations) to determine if product is returnable.
• Facilitate the product return through outside vendor services and internal departments.
• Work effectively with other departments when assistance is needed on new system changes, process implementations, etc.
• Provide recommendations on continuous improvement initiatives and participate in preparing processes changes/updates.
• Actively participate in weekly or semi-monthly departmental meetings or trainings.
• Maintain and keep all departmental filing up to date
• Other duties as assigned

WHAT YOU WILL NEED

• High school diploma, Associates or Bachelors degree
• Excel and Word knowledge
• 1 or more years of Customer Service experience
• Intermediate level ERP (AS/400 preferred) experience required
• Intermediate to Advanced Excel skills a strong asset
• Proficient w/ten key at minimum of 6000 keystrokes per hour data entry with minimal errors.
• Excellent communication skills (verbal/written) from customer level to all internal organizational levels
• A team-player with a positive attitude and willingness to support team when needed
• A self-starter and independent worker with a strong sense of urgency and responsiveness
• A pro-active problem-solver with a "continuous improvement" mind-set and eagerness to learn
• Ability to work professionally with internal teams at various levels in a positive, professional, courteous manner.
• Highly organized with ability to prioritize and re-prioritize tasks in a fast-paced environment
• High attention-to-detail to maintain high accuracy on various parameters and reports

Job Type: Full-time

Pay: From $16.50 per hour

Expected hours: 40 per week

Shift:

• Day shift
• Morning shift

Work Location: In person

Salary : $17