What are the responsibilities and job description for the Customer Service Representative - NA RESALE position at Ravago?
Purpose
The purpose of the Customer Service Rep role is to manage and facilitate all aspects of the order process, including order entry, shipping, and billing. Acting as the main point of contact between Sales, Inventory Coordination, and Product Coordination, this role ensures seamless communication and resolution of issues related to open orders, inventory inquiries, and logistics. Additionally, the role involves working directly with sales managers and customers to address concerns, process paperwork, and ensure timely delivery of orders. Providing backup support to team members as needed, this position is essential in maintaining efficiency and accuracy throughout the order fulfillment process.
Areas of Responsibility / Tasks
Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.
The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore
The purpose of the Customer Service Rep role is to manage and facilitate all aspects of the order process, including order entry, shipping, and billing. Acting as the main point of contact between Sales, Inventory Coordination, and Product Coordination, this role ensures seamless communication and resolution of issues related to open orders, inventory inquiries, and logistics. Additionally, the role involves working directly with sales managers and customers to address concerns, process paperwork, and ensure timely delivery of orders. Providing backup support to team members as needed, this position is essential in maintaining efficiency and accuracy throughout the order fulfillment process.
Areas of Responsibility / Tasks
Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.
- Essential Functions
- Order Entry – Work with sales force to enter orders into BLUE.
- Accurate filing and creation of paperwork via the Document Management System. (Bill of Lading, Certificate of Analysis, Purchase order, etc.)
- Batch Assignment – Work with Commercial Manager, Product Coordination, or Inventory Coordinators to source material for appropriate orders, and batch assign them in BLUE/OHM.
- Monitor credit for accounts – Work with appropriate Credit Manager to ensure customers have proper credit for the orders they are trying to have shipped.
- Setup shipment of orders through OTM and work with the Transportation group to resolve any transportation issues.
- Gather accurate freight rates for sales force, when necessary, from carriers and logistics partners.
- Bill orders within 48 hours and send invoices to customers to ensure on time payment.
- Establish weekly goals to better manage Shipped Not Billed throughout the month, preventing an excessive backlog for month-end billing.
- Work together with other CSRs to help each other with month end billing as needed.
- Track railcar, truckload, and bulk truck shipments. Report any delays to the appropriate seller and customer.
- Customer reporting, spreadsheets, volume data, shipment data, as needed or requested.
- Keeping the Offsite Inventory Spreadsheet and Truck Schedule accurate by adding shipments, updating weights if needed, crossing off lines as they have been invoiced, to ensure consistent up to date flow of information is correct.
- Monitor open order reports and short payment reports.
- Work with Master Data on Customer Account maintenance and creation of new accounts to ensure proper set up.
- Enter all Customer related Claims for all categories: Administration, Delivery, Material or Non-Quality.
- Work with Claims Coordinator and ensure all information necessary is provided to complete claim.
- All other duties as assigned
- Not Applicable
- Excellent communication skills, both written and verbal
- Must be detailed oriented with strong analytical skills and exceptional problem-solving abilities
- Willingness to adapt in an evolving environment
- Ability to maintain high level of organization and prioritization
- Innate sense of urgency that provides proactive and consistent work
- Proven ability to work well within a team
To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.
- Education:
- HS Diploma or equivalent required. College degree preferred.
- Equivalent experience considered in lieu of degree
- Experience:
- Minimum of 2 year of experience preferred.
- Licenses / Certifications:
- Valid driver’s license – required
- Language:
- Proficiency in English required
- Bi-Lingual – Spanish or Portuguese is a plus
The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore
- Must be adaptable to work in a shared space, with constant noise, with/or without the use of a private office.
- This position is a hybrid in-office and/or work-from-home role
