Customer Service Representative

Job Description

Under general supervision is responsible for the receipt and execution of customer orders throughout the order to cash process. In this role you will lead communication to internal / external partners and build and maintain key business relationships. You will ensure the accounts you manage operate within the outlined company order management guidelines and help address any service issues that may occur.

• Manage the customer order process from order entry to order delivery
• Cultivate strong relationships and serve as the main point of contact for our customers. Communicate any order related challenges or updates directly to Internal and external Partners. Proactively identify and review potential product shortages and partner with internal partners to address potential issues before they occur
• Enforce order management guidelines and take the lead on managing the exception approval process for late order and under minimum requests
• Provide internal / external partner feedback in meetings to solve problems and make decisions, coordinate multiple department functions and implement outside the box ideas to service our customers
• Coordinate and lead key internal discussion and resolution through conference calls, on-site meetings and video meeting sessions.
• Maintains ongoing, positive relationships with internal / external partners and respond to customer inquiries via telephone, fax, and e-mail within established time guidelines and in a professional and courteous manner.
• Work in a team environment and provide support to your peers
• Meet monthly with your sales team to stay informed on upcoming promotional activity or upcoming account changes. Ensure any change is proactively communicated to key parties in the organization to avoid service disruptions.
• Assists accounting department in deduction resolution
• Prepare and process credit memos and re-bills as directed by management or in accordance with established programs and protocols
• Assists in managing Master Data to ensure customer records are current
• Review daily reports and communicate to internal / external partners. Identify trends or frequent challenges and review those opportunities with sales and management
• Monitor the Electronic Database Interchange (EDI) for orders that need to be pulled into the ERP system.
• Create customer score cards and report out on key metrics on a bi-weekly or monthly basis
• Create Export Documentation
• Perform other duties as assigned.

Required Skills

• Two to Four years in a Customer Service Role or function
• Strong verbal and written communication skills with all levels of management and customers
• Ability to lead, bring people together and make decisions
• Ability to prioritize and manage competing priorities
• Strong attention to detail and accuracy
• Knowledge of Microsoft Office, including Excel and Word and Outlook
• Situational Awareness with the ability to understand and embrace changing business processes
• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment
• Work is generally performed within a business professional office environment, with standard office equipment available.
• While performing the duties of this job, the employee is regularly required to sit, stand, bend, walk, use hands or finger, talk, hear, feel objects, tools, or controls; may be required to lift up to 15 pounds. Vision abilities include close vision to a computer screen
• Sounds levels in the office can vary from relatively quiet to moderately noisy
• High school degree or General education degree preferred