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