Customer Service Representative

Primary Duties & Responsibilities

• Sales Order Management Activities (SOM):
  1. Create and reconfirm orders, including timeframe, price, product quantity, and other changes.
  2. Manage customer expectations regarding order changes.
  3. Identify and pursue cross-sell and upsell opportunities based on customer trends and past orders.
  4. Create shipment schedules and confirm orders.
  5. Communicate with inside/outside sales reps to align with forecast sales targets.
• Cross-functional Coordination:
  • Coordinate with Fulfillment and Customer Service Manager to ensure material availability and find alternatives.
• Account Set Up:
  • Create account setup details, including credit, logistics, and product information (SKUs).
• Reporting and Analysis:
  • Generate internal and external reports to track order status and identify gaps.
• Customer Complaint Handling:
  • Process and resolve customer complaints related to price, quality, and logistics.
  • Follow up on resolved issues.

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 with 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)