Customer Service Representative

The Customer Service Representative will be responsible for working in a fast-paced environment while providing direct communication with Elite customers, Warehouse team and the Customer service team.

The Customer Service Representative will need to ensure the company delivers the highest level of customer service possible.

Provide cross functional collaboration (involving management and external customers) in order to continuously improve services to our internal and external customers.

This position resolves customer issues, discrepancies, tracking/shipping confirmations while providing excellent customer service internal and externally.

Job Function:

• Create and review daily report to ensure customer orders, requests, claims, and complaints are handled fairly and effectively. Ensure all customers are handled with the highest level of customer service by interacting with them on a daily basis, responding to their questions and guiding them appropriately as needed. Handle top priority customer issues through to resolution and identify improvement opportunities.
• Operate with Discipline: Responsible for communicating accurate/timely information and tracking/checking accuracy. Requires a high level of independence in multiple aspects of job.
• Receives, validates, and processes customer orders, ensuring that:
• Requested product meets order criteria (pricing, order quantity, stock availability, allocations.
• Orders are processed, shipped & delivered on time.
• Documentation is received by customer on-time, accurate and complete.
• All involved parties are informed of the order status and of any additional changes.
• Reporting systems are updated and reflect current order status
• Verifies exceptions and communicate to appropriate departments.
• Process Return Goods
• Monitor freight delays
• Liaises with Accounts Receivables to resolve any rejected invoice issues and/or Chargebacks. Provides in a timely manner all necessary documentation to customers and Sales Representative(s)
• Identify process improvements over the Supply chain by developing and maintaining appropriate tools (such as Co -Planning, EDI, and the customer portal), working outside of the comfort zone, dealing with ambiguities, and get into the details that drive our business in order to improve the customer level satisfaction and increase the efficiency of the processes.
• Have the ability to analyze data and learn new skills when taking on new responsibilities and drive performance.
• Lead projects that are related to the order management process and continuous improvement. Strong communication skills are needed to explain complex information, including the ability to turn insight into action, and confidence to communicate thoughts.
• Builds diverse, and collaborative relationships in order to grow and stay in-touch with main stakeholders (The team, Executive Management, Sale Representatives and Customers) at any given time requires productive working relationships within each of those dimensions.
• Grow capability and solve problems.

Qualifications Requirement:

• Education/Experience: Preferably Associates Degree in Business Administration, Supply Chain, Operation or Logistics OR Equivalent years of experience
• Experience: 3 years of Customer Service Experience, Order Entry Software Systems or other ERP’s - (NetSuite required), knowledge of EDI, intermediate Excel, Word, PowerPoint.

Skills:

• Knowledge and understanding of manufacturing, customer service, freight carriers, KPIs
• Ability to prioritize and organize effectively
• Ability to work independently
• Microsoft Office Suite - Intermediate knowledge of MS Excel
• Strong problem-solving skills
• Rigorous and good organizational skills - Ability to manage multiple tasks, ensuring an attention to fine detail.
• Effective communication skills. Ability to communicate verbally and in writing in a clear and straightforward manner
• Excellent relationship capabilities
• Flexible and adaptable approach in a fast-paced environment
• Ability to communicate with all levels of management and company personnel, including presentation skills
• Ability to manage workflow, improve overall customer service effectiveness and productivity
• Languages: English required, Spanish and/or Creole a plus.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $45,000 - $50,000