Customer Service Representative

Job Description

Customer Service Representative: The successful candidate will manage sales orders for our retailers, key accounts, and distributors. They will provide excellent service by ensuring the customer needs are met in a timely and professional manner.

Customer Service Representative Essential Duties and Responsibilities:

· Ensure EDI and B2B orders transmit accurately

· Allocate product for key accounts

· Process all required transactions within 3rd party portals

· Manage and respond to a high volume of daily emails

· Build and maintain strong relationships with customers

· Customer score cards and fill rates – review and implement improvements

· Manage foreign to US orders and coordination of shipment with the overseas office

· Generate export shipping documentation

· Work with internal teams on ship errors/RMA

· Direct communication with customers to maintain customer on time standards

· Review production plans and communicate information to customers and Sales

· Review various reports to ensure orders flow timely

· Attend internal and external meetings as required

· Other duties as assigned

Overtime may be required

Competencies: To perform the job successfully, the candidate must:

· Possess strong written and oral communication– Varies writing style to manage customer expectations

· Intermediate Excel skill set with working experience using V/X Lookup formulas

· Demonstrate initiative and problem-solving skills

· Have a Customer Focused approach to problem solving

· Be flexible to change and learn new processes quickly

· Ability to work on a variety of tasks simultaneously. Strong time management skills

· Have strong analytical skills and detail oriented

· Be resourceful and have a positive work ethic

· Must be able to collaborate and contribute in an in-office team environment

· Ability to effectively present information in one-on-one and small group situations and other employees of the organization

Education and/or Experience: College Degree; or 1-2 years related experience. Intermediate Excel experience including formula usage.

Physical Demands: Ability to sit for long periods of time in front of a computer screen in an office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is occasionally required to stand, walk, and pack out small parcel packages. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus