Customer Service Rep

Description

Position Summary

Customer Service Representative is responsible for supporting the customer and Account Manager on a day-to-day basis. Functions such as order entry, problem solving, and daily customer interactions. The CSR works closely with Account Manager, Shipping teams, Supply Chain, Credit, and Claims business partners.

Key Position Results

Exceed customer expectations

Accurate order entry

Build positive relationships with customers and cross functional partners

Promotes teamwork by assisting other CSRs

Become the “go- to” for the Account Manager

Key Duties & Responsibilities

Accurate Order Entry within SLA

Review EDI order exceptions and update as needed

Aware of open and late orders, collaborate with business partners to resolve any obstacles

Customer communication (phones, email)

Update customer Portals with changes

Process RMAs and credits

Dispute customer and shipper fines/deductions

Problem solving, shipment exceptions, invoice inquires, wrong product, and determining the most efficient and economical resolution for the company and customer

Provide shipping quotes

Attend meetings as relevant to your customer (ex. Fines mitigation, updates from plant, etc.)

Able to identify urgent issues, solve problems quickly and effectively

Keep leadership informed of important developments and drive urgency when needed

May include travel for tradeshows

Critical Skills, Knowledge and Abilities

Excellent written and verbal communication skills, build rapport, and express empathy

Excellent organization skills

Ability to prioritize

Ability to interpret data and customer input that is submitted in a variety of formats

Education / Training Required

2 years customer service experience

A quick learner and can adapt to change

Detail oriented, with excellent communication skills, both written and verbal

Zendesk experience a plus

JDE experience a plus