Customer Service Representative

Primary Duties & Responsibilities

• Sales Order Management Activities (SOM)
• Create and confirm orders based on customer needs, including timeframe, price, and product quantity.
• Manage changes to orders and communicate impacts to customers.
• Identify and pursue cross-sell and upsell opportunities based on customer trends and past orders.
• Coordinate with Fulfillment and Customer Service Manager to find availability of materials and alternatives.
• Create account setup details, including credit, logistics, and product information.
• Generate internal and external reports to track order status and identify gaps.
• Process and resolve customer complaints regarding price, quality, and logistics.

Scope

This position supports a specific product line or group of customers. The volume of sales and number of customers can range from 46,000 tons to 87,000 tons and from 27 to 170 different customers. Knowledge breadth depends on the area of responsibility but should include understanding of mill and logistics operations, forecast planning, inventory management, shipping logistics, and customer service principles.

The CSR I position generally manages smaller accounts and less overall volume compared to the CSR II job due to less experience and knowledge.

Qualifications and Educational Requirement(s)

• 2 or 4-year degree or 1-3 years of experience in an office or related environment.
• Experience with MS Office suite and preferably previous experience in data entry, customer service, and telesales.

Skills

• Customer Service
• Product Knowledge
• Quality Focus
• Problem Solving
• Market Knowledge
• Documentation Skills
• Listening
• Phone Skills
• Resolving Conflict
• Analyzing Information
• Multi-tasking
• Inventory Management/Shipping

Metrics for Success

• Data entry errors (order keyed in wrong)
• Customer resolution (issue resolution)/Customer Satisfaction
• Execution of sales orders (sales plan adherence, forecast accuracy, partials)