Customer Service 3 (39724)

About the role

The Central Services Representative (CSR) ensures a high level of support is provided to external and internal customers regarding the day-to-day order management of Emser’s national accounts within the Builder, Commercial, Retail, and Mass Merchant/Internet segments. This position also provides additional branch support for the order administration of high-volume-transaction accounts and occasional phone coverage. The CSR reports to the Central Services Manager/Supervisor.

The Central Services Team is positioned as a “next-level” service model, providing a “single-point” of contact for high-volume, multiple-location customers. The team is expected to be the “solution” for branch teams and customers by utilizing in-depth knowledge of company systems, order processes, products, and service programs, while maintaining high productivity and accuracy.

Responsibilities

• Provide customers with an effortless customer service experience, including:
  • Processing orders, issuing credits, and handling customer escalations
  • Monitoring customer email folders for accuracy and timely responses
  • Reviewing open order reports to avoid shipment delays
  • Auditing orders for pricing adherence and excessive price overrides
  • Sourcing material and maintaining product knowledge
  • Managing EDI (Electronic Data Interchange) orders, Emser Online orders, and Sales Order Automation (IntelliChief)
  • Managing Ticketing system and Knowledge Base
  • Handling reconciliation processes for short pays
• Execute business transactions for assigned customer accounts:
  • Understand customer and company requirements using order entry guides
  • Receive, validate, and process purchase orders in a timely manner
  • Communicate order issues (e.g., incorrect pricing, improper package configurations, product size, terms and conditions)
  • Address product problems and anticipate receipt of required products or potential substitutions
  • Source products to support on-time shipment and delivery
  • Create and distribute order confirmations, including communication of potential shipment or delivery issues
  • Coordinate transportation and scheduling of deliveries
  • Resolve issues related to orders, shipments, or deliveries
  • Reconcile short pays and issue credits
  • Process Return Authorizations for freight/concealed damages, order entry/shipping errors, or quality issues
  • Handle customer calls for expediting freight, inventory availability, order status, and pricing inquiries
• Coordinate with internal departments, customers, and suppliers to meet order requirements, with support from the Central Services Manager/Supervisor.
• Proactively identify and resolve issues that may negatively affect operations.
• Manage account activities, including:
  • Workload management and task scheduling
  • Ensuring quality and accuracy of work based on key metrics
  • Implementing new business processes and managing existing ones
• Perform other duties as assigned.

Requirements

• Knowledge of ERP (Enterprise Resource Planning) ordering systems
• Excellent customer service skills, especially in handling customer escalations
• Strong verbal and written communication skills
• Attention to detail and focus on timely task completion
• Ability to recognize and resolve potential issues before they result in service failures
• Business knowledge of the sales cycle, credit, shipping, and customer order management
• Ability to collaborate with a broad cross-section of internal and external business partners
• Service-driven mindset for both internal and external customers
• Ability to adapt well to change

Physical Demands

• Regular physical activities include walking, standing, reaching, sitting, stooping, squatting, kneeling, and bending.
• Ability to speak and hear clearly.
• Ability to visually detect product color and shading variations.

Working Conditions

• Work in enclosed offices, partially enclosed warehouse spaces, and outdoors in all weather conditions (hot, cold, wet, dry).
• Navigate around ground obstacles and work near operating forklifts.