Customer Service Representative
The purpose of the Customer Service Representative is to manage the interaction between Account Executives, Customers & Production from ordering to delivery.
Focused on communicating appropriately and providing our customers with quality on-time service. This position works cooperatively with a wide variety of people throughout the organization to provide exceptional service to our customers.
Areas of Responsibility :
- Responsible for specific accounts
- Receives orders from customers via EDI, email, phone, or fax
- Review / approve incoming orders
- Places in schedule and monitors activity from beginning to end
- Provide response to customers within 2 hours of notification of receipt and / or solution
- Create, review and provide sales order confirmations to customers / sales as required
- Create booking information at the time of order entry, monitor and advise if any changes to the schedule
- Works with customers on any and all sample requests
- Provide and hold weekly updates with customers
- Provides help to a new customer set up with sales
- Manage customer complaints / quality issues
- Pricing management within guidelines as set forth by management
- If there are delays, in manufacturing, transportation, or getting bookings the customer is notified the order will be late.
- Capture and provide customer OTIF
- Helps investigate all customer payment issues and works with other departments to process
- Source existing inventory to incoming orders where applicable to reduce machine time
- Creative problem solving and ability to manage many issues at
- Review check credit vs limits on the order entry
Education & Certifications
- BS in Business and or Supply Chain functions
- 3 - 5 years of related experience in a customer service
Qualification & Experience
- Solid organization skills with the ability to meet multiple deadlines
- Strong skills in Excel, Outlook, and Microsoft Access
- Seeks opportunity for continuous improvement & resilient
- Ability to multi-task in a fast pace environment & work well under pressure
- Independent worker, self-directed and adaptable to change
Behaviors
- Effectively and accurately use communications. Must possess good verbal and written / grammatical skills, in addition to mathematical skills
- Previous experience with ERP systems is preferred
- Strong phone contact handling skills and active listening skills required
- Must possess a cooperative attitude and a dedication to the mission of the company, as well as, work effectively within a team
- Customer orientation and ability to adapt / respond to different types of characters
- Ability to multi-task, prioritize, and manage time effectively
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