Customer Service Representative

Customer Service Representative

• Zebulon, NC
• Full-Time
• Customer Service
• $45 k - $60 k
• Customer Service Representative

Reports to : Director of Sales and Product Management

Role Type : Full-time

Salary : $45,000 to $60,000 depending on related experience and skills

Department : Customer Service

Location : Zebulon, NC

Position Summary

The Customer Service Representative reports directly to the Director of Sales and Product Management. Primary responsibilities include meeting our customers needs as they relate to order entry, product availability, pricing, order status, customer returns and complaints.

Performance in this role will be evaluated through customer feedback, overall effectiveness managing orders, and working with sales, operations, and shipping.

This person will join a high-functioning, experienced team that is passionate about serving the customer and contributing to the growth of Nomacos bottom line.

Essential Responsibilities

• Assist customers by processing and confirming orders accurately and in a timely manner
• Handle customer issues with professionalism and a sense of importance and urgency
• Provide pricing, inventory availability, and order status to existing customers as needed
• Initiate all customer complaints in Nomacos complaint system and quickly resolve immediate issues affecting the customer
• Daily review of invoices for billing accuracy
• Communicate with Finance regarding customer account status and submit requests for customer credit memos and miscellaneous invoices when necessary
• Set up new customers and customer pricing in our ERP system
• Set up appropriate UOM characteristics and customer part number references for new products
• Assist with management of inventory turns or excess inventory
• Build product knowledge to ensure adequate first line support of customer issues
• Partner with outside sales associates to manage expectations of customers
• Communicate with the warehouse supervisor in all areas related to shipment of orders : customer shipping or delivery requirements not noted on sales order and shipping paperwork, follow up to make sure all required sales related documents are sent to customers, and route customer orders as required
• Possess good working knowledge of operations to ensure seamless integration with order to cash and manufacturing requirements
• Train backup resources to handle sales questions in your absence and to handle overflow work, as well as being available to serve as a backup to other members of the team in their absence

Qualifications, requirements, and desired characteristics

• College degree
• 3 - 5 years customer service experience
• Excellent organizational skills and ability to prioritize
• Ability to work independently and multi-task effectively
• Excellent computer skills
• Professional verbal and written communication skills
• Positive can-do attitude
• Experience working with freight carriers and shipping knowledge preferred
• Be an ideal team player humble, hungry, and smart
• Dedicated to high-performance, ability to recover quickly and learn from mistakes with a growth mindset
• Build positive team spirit and meet every challenge with passion and excitement
• Become educated on weights, cubes, volumes, and Safe to Ship procedures as they relate to shipping Nomaco products
• Work side by side with planning to ensure orders are manufactured as needed
• All other duties as assigned within the scope of delivery world-class service to existing customer base
• Ability to communicate effectively with other department

Nomaco