This is an in office Monday-Friday, the hours are from 8am-5pm. The phones turn on at 8am so it is important that you have reliable transportation and arrive on time and be ready to work at 8am Summary : Communicates with customers and execute customer requests, I.
E., Phone calls, orders, quotes, technical tickets, pricing disputes, tracking a package, preparing customs documents, corrective actions, posting and invoicing.
Duties and Responsibilities include the following. Other duties may be assigned. 1. Processes orders from various customers via phone, EDI, Ecommerce, Email, Paper or in person requests.
2. Answers all incoming Customer Service calls and evaluate the correct channel and route accordingly to the correct personnel.
3. Continually review and monitor backorders- inventory levels to ensure the appropriate customer gets the product (first come, first served-UNLESS a machine down).
4. Engage with customer via the phone while researching issue in variety of systems. 5. Maintain ongoing communications with customers via email or phone.
6. Coordinates with export compliance to produce commercial or Performa invoices and producing USMCA certificates for customs approval.
7. Review receipt labels to ensure that orders are being shipped to the correct location. 8. Enter tracking numbers and record serial numbers into each order in SAP (posting) 9.
Invoice orders using correct mathematical equations based on customer profiles and agreements. Ensuring any additional charges are added in accordance with the customer agreement.
10. Review Government / Prison contractual agreements and place orders / invoicing accordingly. 11. Tracks customer shipments and responds to customer requests for updates.
12. File, scan and sort all previous day’s pick tickets into Docuware. 13. Index the previous days pick tickets in Docuware.
14. Perform tasks in multiple systems simultaneously ( SAP, Docuware, C4C, Tracking platforms, Adobe, Microsoft Office, Snip it.
15. Log technical tickets in customer relationship management portal to provide the technicians with the necessary information.
16. Coordinate with the purchasing department and process direct ship orders with correct information. Qualifications : Professional Knowledge, Skills and Abilities At least 2 years’ experience in Customer Service team or call center environment.
- High school degree or GED required.
- Strong attention to detail and ability to multi task.
- Experience with Microsoft Excel, Access, Word and Power Point
- Experience with SAP preferred.
- Experience working with multiple systems at one time.
- Strong verbal and written communication.
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