Customer service representative

General description

The customer service representative interacts with company customers and internal departments to provide customers with exceptional assistance in order processing/shipping and product information.

Key responsibilities

• Process customer orders (via phone, email).
• Handle and resolve customer complaints, credits, and returns; and ensure that all information goes to the right departments.
• Follow up on stock levels and communicate with warehouse leadership.
• Participate in decision making process: prioritize to which customer goods can/cannot ship.
• Process backorders.
• Respond promptly to customer inquiries.
• Provide pricing and delivery information.
• Get info from sales representatives over immediate customer needs.
• Maintain customer records by updating account information.
• Build sustainable relationships with customers.
• Interaction with provider, IT, customer, etc.
• Allocation sheet management.
• SKU level forecast management.
• Direct Shipment POs.
• SMI Production POs.
• 3PL SMI POs (Weekly).
• Development POs (PPAP, builds, etc.)
• Entering pricing for new items/updated pricing.
• Adding new production items to Basware.
• Weekly Inventory Reporting to customer.
• Monthly sales reporting sent at the first of each month.
• Monthly OTIF Report.
• Enter development PO's and confirm shipment.
• Assist in any new product rollout documentation and initial production tracking.

Skills required

• Proficient with Microsoft Office Suite (MS Teams, Excel, Word, PowerPoint).
• Must have strong computer adaptability – Able to learn proprietary ERP system in a short period of time.
• Competent with Supply Chain terms such as BOL, POs and Invoicing.
• Great communication and interpersonal skills / Customer focused.
• Problem-solving skills.
• Strong Time management/Organizational skills.

Experience

• Undergraduate degree preferred
• Experience in customer service preferred
• Experience working for a manufacturing company preferred