What are the responsibilities and job description for the Customer Service Representative Tier 1 position at SPECIALIZED PACKAGING SOLUTIONS INC?
RESPONSIBILITIES:
- Order Management in ERP system (includes processing customer orders, tracking and closing blanket purchase orders, and processing returns if required)
- Responding promptly to customer inquiries and communicating with customers through various channels.
- Work with internal teams on any customer concern and communicate any updates to customers in a timely manner..
- Maintain a positive, empathetic and professional attitude both internally and externally
- Ensure that appropriate actions are taken to resolve any customer concerns
- Keep accurate records of customer interactions, transactions, comments and issues.
- Understand and meet customer specific requirements within company guidelines and policies.
- Track issues reported and follow up with customers
- Maintain customer pricing in system
- Stay up to date on product knowledge and provide product specific feedback as needed.
- Stay updated on and comply with company initiatives and policies.
- Provide feedback on the efficiency of the customer service process.
- Understand patterns in customer orders and production/shipping
- Sales analysis – provide info by customer/item/time period
- Cover other CSRs or related positions as needed
DETAILED TASKS (not limited to):
- Sales order entry and oversight from Order to Invoice
- Logging/Following up issues in Excel or other platform provided
- Tracking, releasing and closing Blanket Purchase Orders
- Perform and provide sales analysis by customer/item/time period
REQUIRED TRAINING:
- High School Diploma, general education degree, or equivalent
- Comfortable working with computers
- Microsoft Office
- Amtech ERP
- Business telephone etiquette
REQUIREMENTS & PREREQUISITES:
- 3 - 5 years experience in customer service
- Excellent communication skills, both verbal and written (Spanish a plus)
- Strong problem solving (conflict resolution) skills
- Ability to be patient and professional under challenging circumstances.
- Ability to multi-task and work in a fast-paced environment
- Understanding of Order to Cash process
EOE, including disability/vets
Salary : $21 - $23