Customer Service Representative

POSITION DESCRIPTION:

In this position, your responsibilities will include assisting customers with placing orders, resolving any issues that arise, and ensuring orders are completed for warehouse fulfillment. If you enjoy helping others, solving problems, and making people feel appreciated, and if you're eager to be part of a dynamic, rapidly expanding company where colleagues are passionate about their work, we invite you to join our team. In this role, you will:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receive purchase orders via EDI, email, fax, and phone for the company products.
• Review and/or enter all purchase orders in the SYSPRO and SAP system, ensuring prices are correct and inventory is available. Release order to warehouse for processing.
• Set up and maintain customer information (i.e., shipping confirmations and invoices, routing instructions, notes, billing, and shipping addresses, etc.)
• Effectively communicate with shipping and warehouse personnel regarding logistic instructions, ship dates, special order considerations, etc.
• Proactively cross train on other accounts within Order Management and support the Sales team by running reports, creating purchase orders, etc. - working as a team.
• Research customer claims and short payments assigned by the Accounts Receivable Department. Contact freight lines to request proof of delivery for shipments. Work with the inventory department to research inventory shortages. Research vendor non-compliance charges within the customer’s routing guide to avoid potential or future chargebacks. Update status for all claims in the system.
• Enter return orders and assign Return Authorization numbers to customers for product return and apply the credit.
• Enter customers claims in CRM to track and provide resolution to the customer.
• Perform other duties as assigned, based on workload and business needs.
• Assist with customer and consumer complaints. Logging complaint and resolution in CRM (if we do that for all brands), working with other departments (ie. QA, Ops) to gain resolutions, following up with customer/consumer on resolution and any credits, product replacement needed.
• Assist sales and marketing teams with product sample orders and shipments either with 3rd party fulfillment or on-site packing.
• Work closely with sales team on orders processed and inventory cuts.

QUALIFICATIONS:

• High School Diploma required.
• College (Associates or Bachelors) in a related field desired, or commensurate work experience preferred. 3-5 years of directly relevant experience could substitute for a degree.
• Minimum 2 years’ experience in Order Management preferably in a consumer products environment.
• Proficient in Microsoft Excel and Word Document
• Ability to write a concise and thorough letter, fax, or email to a customer. Ability to speak with customers over the phone in a clear and professional manner.
• Establish and maintain good working relationships with coworkers, managers, and other departments.
• Effective at communicating with both internal and external customers and at all levels of management.
• Able to inspire the trust, confidence and respect of peers and leadership.
• Strong customer-service orientation and problem-solver mindset.
• Able to work accurately and effectively in a fast paced, deadline-oriented environment; must possess sense of urgency in response to inquiries.
• Must be decisive, dependable, and discrete at handling sensitive and confidential information.
• Must possess a high degree of commitment and professionalism.

Physical Demands:

Lifting and carrying 25 pounds regularly/occasionally.