Description

Our Customer Service Representatives are a crucial part of the sales and service delivery team. The Customer Service Representative does whatever it takes to ensure that all orders are processed completely, accurately, and delivered on time. Functions include processing of orders, responding to customer inquiries, and handling complaints from customers.

Key Duties and Responsibilities

Order Processing

• Receives customer orders by phone, e-mail, customer website or EDI.
• Enters orders and data into Sage X3.
• Transmits order to Supplier via email or EDI. 
• Sends order acknowledgements to customer including unit prices, shipping date, anticipated delays, and any additional information needed.
• Resolves order holds due to credit, stock, allocation issues, etc.
• Follow up and track shipments, if required.

Customer Support & Information

• Updates Customer Accounts to satisfy all special-order related requirements in Sage X3.
• Receives, acknowledges, and documents customer complaints using the Customer Experience tool, and takes necessary action to resolve complaints.
• Resolves service problems with management by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Responsible for obtaining return authorization from purchasing and sales, scheduling, and documenting returns.

• Responds to customer requests for Certificates of Analysis (C of A) and provides non-technical advice regarding products, while directing technical requests to appropriate sales team members

Support to Staff & Other Departments

• Responsible for knowing and understanding the routine and will serve as back-up to other CSR’s.
• Work with Sales and Sales Support as needed to support Customer and Supplier needs.
• Provide Sample order support as needed.
• Work with the Documents Team to provide information to customers as needed.

Clerical/General Administrative

• Responds to high volume of internal and external emails through Microsoft Outlook.
• Responds to internal and external phone calls and requests.
• Makes copies, print documents, mail delivery, etc.
• Files paperwork.

This job description is not intended to be all inclusive and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

Qualifications

Qualifications:

Education/Experience

• Knowledge and skills at a level normally acquired through the completion of a Bachelor’s degree preferred.
• High school diploma or GED required.
• 2-3 years of professional experience in a related field preferred.

Licenses/Credentials/Certifications

• N/A

Specialized Knowledge/Skills/Abilities 

• Calm, organized, patient, diplomatic, and confident demeanor in working with staff and customers
• Advanced attention to detail and accuracy in all work
• Sage X3 experience preferred
• Ability to prioritize wide-ranging workload and work independently.
• Ability to communicate both verbally and in writing to internal and external customers
• Working knowledge of Microsoft Office applications: Word, Excel, Outlook
• Ability to work collaboratively with colleagues, suppliers, and customers.

Working Conditions:

Working Hours/Environment

• Office hours are 40 per week – Monday – Friday, 8:30 – 5:00; may require additional hours periodically, including evening and weekends depending on business needs.
• Work typically performed in an indoor office setting

Tools and Equipment Used

• Personal computer, copier, fax/scanner, phone, and other typical office equipment

Travel

• Minimal – less than 5% of the time

Physical & Mental Demands

• Frequently required to sit at a desk/workstation for long period of time
• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of office equipment
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear employees/clients via phone or in person
• Body motor skills sufficient to enable incumbent to move around the office environment

This job description does not constitute a written or implied contract of employment. This job description is not intended and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. Furthermore, the employer reserves the right to revise or change job duties and responsibilities as the need arises.