Representative II-Customer Service

About the role

The Customer Service Representative II (CSR II) role can be located in either Madison, MS or Houston, TX. This position reports to the Supply Chain Manager and is responsible for building strong customer relationships, managing orders, resolving issues, and maintaining customer profiles.

Responsibilities

• Accept, enter, and maintain orders in SAP.
• Execute all types of order processing, including Consignment, Stock Transfers, Standard Orders, and Free of Charge Orders.
• Utilize each plant's scheduling process and develop system understanding and ease of use in various software platforms such as Salesforce, DocuSign, TMS, Bourque, Workday, Concur, ADP, Nitro, Microsoft Office, The Training Exchange, and Global VMI.
• Verify pricing and execute on DOA (Dispute of Authority) approvals as needed.
• Respond to inquiries regarding inventory availability, production schedules, technical questions, products, and policies.
• Process and maintain customer profiles as needed.
• Create orders using optimal truck weights to avoid fines, penalties, or delays.
• Able to function in multiple market segments and understand and correctly interpret Service and VMI (Vendor Managed Inventory) agreements.
• Expedite hot or special orders as agreed upon with sales and supervisor.
• Balance inventory with SAP inventory monthly for assigned external warehouses/terminals.
• Tender shipments for external warehouses/terminals, providing necessary documentation.
• Understand and correctly interpret Consignment agreements, including all retail customer contracts and requirements.
• Able to function in a professional and empathetic manner when addressing customer service issues, forwarding issues to appropriate departments, and conducting follow-ups to ensure customer satisfaction.
• Research and resolve deductions, short payments, credit disputes, and communicate with customers in a professional and empathetic manner to resolve disputes/issues.
• Collaborate with related departments/teams to expedite orders and customer requests in a timely manner.
• Perform backorder coordination/shipping, maintain customer records, and communicate any variations or schedule delays in customer orders in a timely manner.
• Manage the Return Material process within agreed-upon policy parameters, ensuring customer satisfaction and adherence to guidelines.
• Implement a 3% freight surcharge when applicable and communicate to customers prior to shipment.
• Maintain strong lines of communication with warehouses, shipping, and logistics to ensure seamless order processing and execution on standard and special/hot orders.
• Maintain familiarity with both trucking and rail transportation processes and Canada Customs requirements.

Qualifications

• High school diploma is required.
• Bachelor’s degree is preferred.
• Minimum of 5 years of practical customer service experience.
• Excellent communication skills, strong interpersonal and relationship management skills.
• Experience and comfort in conflict resolution.
• Ability to multi-task and prioritize complex workload.
• Some exposure to manufacturing industry is desired.
• SAP and/or Salesforce.com experience is a plus.
• Good computer systems aptitude and solid PC/keyboarding skills.
• Strong basic math skills are desired.

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, and climb; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds, and infrequently lift and/or move up to 20 lbs. The employee must frequently make minor decisions with limited information, general decisions in the absence of specific directions, and perform activities requiring sustained concentration.

Work Environment

The noise level in the work environment is sometimes moderate when working in an office, however, some of the work may be required in the operating units which mandates usage of required PPE (Personal Protective Equipment) including safety glasses, hearing protection, etc. During active remediation additional requirements may include fit testing for respiratory equipment, chemical suits, face shields, etc. May also result in exposure to outside elements and may require usage of stairs. Moderate travel (20-40%) may be required in the performance of duties.