Customer Service Representative

Job Description

Job Description

Position responsible for Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Client. Working in a customer service team of six people, interfacing with plants / shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Client departments.

65% - 70% Order Management : Order management will include a group of customers within one or multiple markets, segmented by market or geographic region, responsible for all activities for this group of customers. Learn & understand the products and customers / markets and gain the ability to offer proactive solutions to the customer. Responsible for approximately 2,000 orders plus per year, receiving and acknowledging all orders within 24-hours of receipt. Consistently execute all quote to cash responsibilities including order entry, customer master settings, and automated AEN output for acknowledgments, ship notices, and invoices.  Easily maintains most customer master information, and correct linkage of customers. Monitors orders for on-time delivery or renegotiate delivery dates, within service guidelines or with guidance. Understand and request approval for alternative forms of transportation, including cost differential and considering service rules. Review inventory and manage order confirmation and backorder processing. Possibly learning and / or executing more complex sales order processes. Uses most tools and reports to understand order process status and identify areas of concern in the quote to cash process. Notifies manager and requests assistance when needed for order fulfillment.

Bachelor’s Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.

• One to three years of experience with Bachelor's degree, or four or more years of relevant customer service experience without Bachelor's degree
• Proficient in Microsoft applications : Word, Excel and Power Point.
• Strong problem solving and communication skills.
• Customer Order processing in an enterprise system, SAP is strongly preferred