Customer Service Representative

Position Title: Customer Service Representative
Location: Cary, NC or Radnor, PA
Duration: 6 Months
Schedule: Standard

Position Overview

This position is responsible for managing the Sales Order Management process, ensuring customer satisfaction and support, performing account reconciliation, and supporting the revenue stream. The role operates within a customer service team of six, interfacing various departments including Plants/Shipping Locations, Logistics, Credit, Accounts Receivable, Regulatory, and other departments.

Primary Responsibilities

• (65% - 70%) Order Management
• Manage a group of customers within one or multiple markets, segmented by market or geographic region, and handle all related activities.
• Learn and understand the products, customers, and markets to proactively offer solutions.
• Responsible for approximately 2,000+ orders per year, ensuring all orders are received and acknowledged within 24 hours of receipt.
• Execute all quote-to-cash responsibilities including order entry, customer master settings, and automated AEN output for acknowledgments, ship notices, and invoices.
• Maintain accurate customer master information and ensure proper linkage of customers.
• Monitor orders for on-time delivery or renegotiate delivery dates as necessary within service guidelines.
• Request approval for alternative forms of transportation when needed, considering cost and service rules.
• Review inventory, manage order confirmation, and process backorders.
• Learn and/or execute complex sales order processes as required.
• Utilize tools and reports to track order status and identify areas of concern in the quote-to-cash process.
• Notify manager and seek assistance when necessary to ensure order fulfillment.

Qualifications

• Bachelor's Degree in Business, Engineering, Supply Chain, or equivalent relevant customer service experience.
• 1-3 years of experience with a Bachelor's degree, or 4+ years of relevant customer service experience without a degree.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong problem-solving and communication skills.
• Experience with Customer Order Processing in an enterprise system; SAP strongly preferred.