CSR/Logistics Coordinator

Job Description

SUMMARY

SynCot Plastics, a Vinmar Company, is seeking a dedicated and enthusiastic Customer Service Representative to join our team in Belmont, NC. In this role, you will be the primary point of contact for our customers, providing exceptional service and support. Your responsibilities will include responding to customer inquiries via phone and email, processing orders, coordinating shipments, addressing complaints, and ensuring overall customer satisfaction. You will also collaborate with other departments to resolve issues promptly and accurately. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to handle multiple tasks in a fast-paced environment.

RESPONSIBILITIES

Verifies the order received from the customer with our order confirmation and flags any discrepancies with the respective sales person to be all on the same page and to deliver to the customer at the correct agreed terms.

Process customer orders and create purchase orders.

Keeps all data and documentation required by Vinmar’s systems.

Plans and schedules deliveries to customers under the agreed sales and conditions, taking into consideration material availability and by using the dedicated transport company in order of ranking. In case of a credit block the issue must be addressed with the Credit Department to release the order for delivery. If Credit gives negative advice, the issue must be escalated to the responsible sales person to solve the problem with the customer.

Follows up on the confirmation from transport companies. If no response is received within 24-48hrs (depending on the urgency) or if they are unable to carry out the deliveries on time, the CSR re-schedules with another transport company and simultaneously sends an order cancellation to the initial carrier.

Keeps customers updated at all times on the status of individual orders and provides customers with a weekly overview of the status of all their pending orders.

Verifies orders are loaded at the agreed time and loading reports are available for invoicing and creates and verifies that the invoice is issued correctly and sent on time to the customer.

Responds to all questions raised by customers within a reasonable time frame but within 24hrs of receipt of the email and provides the necessary documents as requested by the customer on time, such as contract of affreightment, delivery note, etc.

Channels claims received from customers/transporters and warehouses to the General Manager. Issues that can be solved immediately should be done so. Others that cannot be solved should be investigated involving the necessary internal and external partners. As soon as the claim is solved, the CSR informs the customer of the investigation details, corrective actions taken and issues a Credit Note (CN) if applicable.

Keeps the contact details of all customers up-to-date.

Verifies and solves queries received from customers linked to invoices from 3rd parties, such as transporters, warehouses etc.

Verifies the inventory stock received from our warehouse with the data available in our system on a weekly basis.

Identify, recommend, and implement changes that solve problems and result in greater efficiencies and improved customer service.

Provide general administrative support to the office.

Requirements

REQUIREMENTS

High school diploma or equivalent required; associate degree in business or related field preferred.

Experience with SAP preferred

Exceptional verbal and written communication skills.

Strong problem-solving abilities and a customer-focused mindset.

Proficient in Microsoft Office (Excel, Word and Outlook)

Organizational skills and the ability to manage multiple priorities.

Ability to work well in a team environment and foster positive relationships with customers.

Full-time