Customer Service Rep.

Job Description

To provide timely and accurate service to all customers (external and internal) with regard to product fulfillment process including processing orders, logistics and delivery along with all necessary documentation required to satisfactorily complete all customer and sales service requirements.

Job Responsibilities

• Manage and process customer requirements to ensure timely and accurate product delivery with proper documentation.
• Administer appropriate sales policies to generate accurate invoices for products and services in a timely manner.
• Develop, maintain and update detailed customer information in company ERP system as they relate to order contracts and special shipping instructions for timely and accurate processing, shipping, and invoicing of orders.
• Develop, maintain and update files in customer service department with regards to SDS (Safety Data Sheets), Certificates of Analysis, PO's, invoices.
• Distribute documents to customers as required and requested to ensure accuracy and compliance in a timely basis.
• Maintain and update pricing schedules and files in company ERP system to ensure proper pricing of customer orders and invoices.
• Comprehend pricing, shipping and payment policies with the ability to explain as necessary to customers in order to ensure timely payment and to help minimize credits issued.
• Handle and manage Export orders and be familiar with all domestic and international trade requirements.
• Respond to customer questions, inquiries and problems with follow up in a timely manner to ensure prompt resolution and complete customer satisfaction.
• Provide assistance in monitoring and stocking inventory at established warehouses and consignment accounts to meet customer needs while maintaining inventory levels within.
• Recommend and initiate solutions and procedures through proper channels, which will improve and enhance job performance.
• Provide assistance and/or departmental coverage as required to ensure uninterrupted levels of service to customers.
• Other duties and projects as assigned by management.
• Adhere to all Corporate and Safety polices, programs and guidelines in accordance with the ISO and Quality Mangement System.

Minimum Qualifications

This position requires a minimum of a High School Diploma or GED equivalent, though an Associate degree in a Business or a Communications related field or a Bachelors Degree in a Business or Communications related field is strongly preferred. A minimum of 2 years in a Customer Service or Supply Chain role is required.

The incumbent must possess strong interpersonal skills and excellent communication skills in order to interface with customers as well as diverse internal departments at all levels of personnel including management. The incumbent must also possess excellent computer skills and fundamentals of programs such as general ERP database knowledge, Microsoft Excel, Word and Teams.