Customer Service Representative

Our client in Itasca is seeking a Customer Service Representative to join the team. The Customer Service Representative must be able to work in the office 5 days per week and have previous experience using SAP products.

Customer Service Representative Essential Duties and Responsibilities: Include the following. Other duties may be assigned.

· Enters information for new Customers, updates existing records and maintains a level of communication to keep personnel updated on new entries and updates.

· Communicates with Customers and Sales Representatives to process orders by phone, fax or email.

· Maintains Customers and Sales Representatives informed of order status: ready date, pieces, weight, mode of transportation, tracking and arrival date.

· Quotes and Schedules pickups with LTL and TL freight carriers. Prepares the documents as required by the mode of transportation (air, truck, rail, messenger).

· Quotes and Schedules pickups with international LTL and TL freight carriers. Prepares the documents as required by the mode of transportation (air, truck, rail).

· Schedules shipments to ensure compliance with domestic and international traffic laws and regulations and company policy.

· Handles Customer problems or inquiries that involve some form of complaint in accordance with the company's guidelines and policies.

· Handles complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation or as instructed.

· Requests and follows through on Customer returns by requesting a Return Authorization from the appropriate department, schedules pickups from the Customers and processes replacements as needed.

· Requests and follows through on damages by carriers by requesting a Return Authorization for salvageable returns, sending safety information to carriers, contacting Customers, processing replacements, requesting credits and filing claims.

· Oversees consignment inventory for Customers and Sales Representatives.

· Communicates consignment inventory discrepancies and works with Customers and Sales Representatives to reconcile quantities. Processes and provides on hand, usage and restock information for end of month billing.

· Communicates, assists and works with Shipping, Accounting, Lab, Production, Sales, Purchasing and Management to ensure the Customers' order is complete, accurate and meets the PO requirements as instructed*

· Assists with new employee training as well as other office administrative duties.