Customer Service Representative - Hybrid

Key Responsibilities

• Process all sales orders by fax, email, and telephone, including confirmation of order details such as price, product availability, and quantity.
• Monitor and manage orders to ensure it reaches fulfilment stage in a timely fashion.
• Review and manage shipment discrepancies via report directly with end customer.
• Remain in constant communication between critical cross-functional teams such as but not limited to Field Sales, Warehouse, Inventory Management, and Supply Chain.
• Collectively work with team members on the shared team email inbox.
• Aid customers with relaying accurate and helpful product details, specs, applications and availability.
• Collaborate with other team members to ensure seamless customer experience.
• Facilitating requests for new ship-to locations and other account master maintenance requests.
• Communicate and document any changes to customer policies and procedures in documents and CRM system.
• Resolve and execute all credits, debits, invoicing, shipment challenges, and pricing errors/discrepancies.
• Build rapport and strengthen communication link with various internal and external parties.
• Provide documentation to customers as required (invoice, POD, BOL, Customs, C of A).
• Recommend changes/improvements/enhancements to processes and procedures to improve departmental efficiencies.
• Work with cross-functional teams to ensure feasibility.
• Closely monitor such changes to ensure the desired result is achieved.
• Actively contributing to team meetings in terms of reporting and seeking ways to make improvements and efficiencies.
• Support department as required during absences or increased workload periods.
• Periodically answer, work through, and resolve incoming phone calls from customers in a friendly and professional manner on a daily basis (average of ~25 phone calls daily).
• Resolve customer challenges via email and or phone calls, regarding their inquiries, concerns, and complaints in a timely and satisfactory manner.

Qualifications

• Minimum of 2 years of B2B experience as an order processor and or customer service representative.
• General knowledge of distribution best practices.
• Familiar with and possessing a general understanding of customer hierarchy; sold-to, bill-to, ship-to, etc.
• Excellent computer skills, particularly in order processing with computer and database systems.
• Strong attention to detail, demonstrating a history of being highly detail-oriented and error-free.
• Effective time management skills to efficiently handle a high volume of PO’s requiring entry in a fast-paced and ever evolving environment.
• Strong multitasking abilities, allowing for effective handling of multiple tasks simultaneously.
• Possesses a great sense of humor, contributing to a positive and enjoyable work atmosphere.
• Displays a positive attitude and exhibits excellent written and verbal communication skills in English.
• People-oriented mindset, capable of effectively working with individuals of diverse personalities.
• Creative problem-solving abilities and a logical approach to resolving issues.
• Quick on your feet and a logical approach to problem solving.
• Ability to work well in a team, collaborating effectively with colleagues.
• Outstanding organizational skills, enabling efficient management of responsibilities.