Roles and Responsibilities:
- Support the day-to-day activities within the Customer Service Department including processing account phone, fax and email orders and returns (Knowledge of SAP a plus).
- Support Sales Reps with processing of account orders, monthly sample orders, demo orders and any other special requests and inquires.
- Responding to account/consumer inquiries via incoming calls and e-mails.
- Communicate with other departments to get answers to account/consumer product related inquiries.
- Following up with customers on pricing, order discrepancies, manufacturing delays, and product complaints.
- Troubleshooting account shipping issues and work with carrier to resolve.
- Coordinating New Account Applications (including the vetting of the applicants, coordination of opening orders and new accounts).
- Support the Customer Service Management Team including processing and distributing activity reports, analysis and correspondence as needed.
- Special projects as needed.
- Review Consumer Web Orders (Shopify) to find patterns of unusual behavior in transactions that could indicate fraudulent or suspicious activity. (Knowledge of Shopify a plus).
- Support the order management aspects of our Corporate and Chain accounts via EDI including communicating to the account about shipment and inventory ETAs and changes, rescheduling delivery appointments, troubleshooting orders and missing products.
Qualifications:
- High School Diploma
- 1-3 years of Customer Service Experience in a high-volume call center.
- Possess strong communication skills (both oral and written), excellent customer service skills, well organized, energetic and self-motivated.
- Ability to handle multiple tasks simultaneously with a sense of urgency. Excellent attention to detail, follow through ability and initiative.
- Knowledge of Microsoft Office Suite (Outlook, Word, Excel)
- Proficiency in identifying potential fraud or suspicious activity in ecommerce orders is a preferred qualification.
- EDI experience is a valuable asset.
We offer paid holidays, sick, vacation, medical/dental insurance, 401K with company match.