Job Description

Customer Service Representative

Department: Customer Service Job Status: Full Time

FLSA Status: Non-Exempt Reports To: Customer Service Supervisor

Grade/Level: Amount of Travel Required: Occasional

Job Type: Regular Positions Supervised: None

Work Schedule: 8 hours/day

POSITION SUMMARY

Maintain customer accounts. Coordinate between the Customer, Supply Chain Analysts, and Sales to ensure proper delivery to customer. Responsibilities include but are not limited to customer order processing, customer relations, customer complaint processing, reporting, pricing, and order maintenance.

Essential Functions Statement(s)

• Order processing - Process orders and verify pricing and terms.
• Order maintenance – Process order changes as requested by customer
• Creating and maintaining customer pricing
• Creating and maintaining customer cross reference data
• Open Order and Delivery Reporting to customer
• Creating shipping documents for customer
• Initiating customer complaints with Supply Chain Analysts
• EDI processing
• Maintain good customer relations via email and phone from both internal and external sources
• Obtain delivery and tracking information from factory and provide to customer
• Provide all necessary reports (i.e. delivery, open orders, shipments, invoicing) as requested by internal and external sources
• Work with Supply Chain Analysts to determine customer material requirements and maintain orders accordingly.
• Customer Inquiries - Respond to customer or potential customer requests for information and/or problem solving.

POSITION QUALIFICATIONS

Competency Statement(s)

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing professionally, clearly and concisely.
• Customer Oriented - Ability to take care of the customers’ needs while following company

procedures.

• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Responsible - Ability to be held accountable or answerable for one’s conduct.
• Tactful - Ability to show consideration for and maintain good relations with others.
• Tolerance - Ability to work successfully with a variety of people without making judgments.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

SKILLS & ABILITIES

Education: Bachelor Degree (or equivalent experience)

Experience: 4+ plus year of experience with logistics background.

Computer Skills: Word, Excel, Outlook, SAP knowledge a plus

WORK ENVIRONMENT

Hybrid

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

The actual salary offered will be based on a number of factors including but not limited to the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

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