Customer Service Representative

SUMMARY

Responsible for servicing inbound call center, managing team email box, processing, and tracking customer orders. Partners with internal departments to manage customer shipments, returns, claims, availability, etc.  Handles escalated customer inquiries regarding shipment tracking, shortages, overages, quality, etc. Assisting customers with E-Commerce site issues, training and building trucks.  Develops documentation and maintains files in accordance with SOX compliance and departmental policies.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Accurately manages order processing in SAP, product, quantity, shipping, special instructions, etc. 

• Utilize SAP to provide product availability, delivery/ shipment creation, reporting, etc.

• Service inbound call center pertaining to customer orders, inquiries, status updates, ready dates, product inquiries/availability, lead-times, and service complaints.

• Ability to manage customer service team email box which includes responding to emails pertaining to customer/sales inquiries, order status, order changes and availability.

• Assist with e-commerce site customer training, site issues and problem resolution.

• Partners with internal supply chain departments to manage existing customer orders and ensure their expectations are met. 

• Support the plants and warehouses with customer truck issues, order deviations and any other issues that may arise.

• Maintains contact with Sales Representatives of situations that may arise concerning customer orders and service issues.

• Provide world class customer service with phone, organizational, written, and oral communication skills.

• Contribute to team and individual efforts to achieve required metrics and related results.

• Develop and maintain positive customer and internal relations.

• Ensures SOX compliance processes are followed, and necessary documents are verified and attached in SAP.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• College Degree or equivalent experience required. 

• 3 years customer service experience preferably in a manufacturing environment.

• SAP or other main line ERP such as JDE.

• Strong computer skills:  Excel, Word, Outlook.

• Strong team player who can maintain a positive attitude, conduct open communication with teammates and can adapt to change.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stoop, kneel, or crouch.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an office. May also result in exposure to outside elements and may require usage of stairs and elevators.  Travel including air travel or auto travel may occasionally be required.