CUSTOMER SERVICE REPRESENTATIVE

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Processes daily all orders received for accounts that are assigned to this position.
• Maintains a current and accurate procedures manual, which details the processing requirements for each assigned account. Maintains knowledge of each customer's profile (the products they order, frequency of orders, weights, pricing, FOB or delivered, etc.) and communicates with Sales to improve Salespersons' awareness of the status of their customers.
• Evaluates inventory, production and transportation issues in order to coordinate customers' orders.
• Confirms pricing and acknowledges order entry within 24 hours of receipt of order. Ensures proper invoicing of accounts by verifying and confirming customer pricing and contract prices.
• Coordinates between credit, accounting and customer on any discrepancies on invoicing, material and freight.
• Reports customer feedback and all customer complaints, including any sign of customer dissatisfaction, to appropriate management and/or consumer relations.
• Coordinates product and order status between the warehouse, transportation, inventory control, sales and marketing, accounting and the customer.
• Maintains ability to promote partnerships with both internal and external customers.
• Promotes a positive and professional representation of the company to each customer.
• Maintains ability to perform efficiently and follow through on all details, in a fast-paced, customer focused environment.
• May be required to travel.
• May require availability outside of normal business hours.

KNOWLEDGE & SKILLS:

EDUCATION: Typically requires an Associate's Degree in a related field; however, additional related work experience will be considered in lieu of the education requirement.

SKILLS / EXPERIENCE:

• 1-3 years experience in a customer service related position required
• A strong belief in Customer Service is required
• Outstanding customer service skills required
• Professional telephone skills required
• Ability to work in a fast paced environment
• Strong written and verbal communication skills
• Efficient and detail oriented
• Able to maintain a positive attitude while dealing with multiple tasks
• General working knowledge of SAP, Microsoft Excel, and Microsoft Outlook