Customer Service Representative

Responsibilities

• Establish and grow relationships with customers by communicating, advocating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Effectively handle inbound phone calls from current and potential customers
• Communicate and follow up on order confirmations, changes and cancellations to both customers and internal team members.
• Understand customer needs and requirements by providing exceptional customer service
• Determine efficient shipping methods for order fulfillment and track orders to ensure they are shipped and delivered in a timely manner.
• Review plant delivery schedules versus requested dates and resolve any conflicts. Track and communicate any changes and potential service issues to the customer.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicate with Sales Representatives, Purchasing, and Management as needed.
• Process claims which includes any shortages, damages, quality issues and any miscellaneous items.
• Initiate the issuing of credits, return authorizations and pallet returns.
• New account information entry as well as maintaining accurate information on current accounts.
• Performs other duties as assigned.

Requirements

• Minimum 2-3 years customer service experience preferred required.
• Strong verbal and written communication skills.
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Associate or bachelor’s degree preferred but not required.
• Strong time management and multi-tasking skills.
• ERP experience required (ex. SAP, Sage).
• Ability to work with all areas of the business including plant and sales personnel.