Customer Service Representative

ESSENTIAL FUNCTIONS OF THE POSITION

NOTE: An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. ave daily contact, call, and email, with established customers, brokers, and sales team as well as potential new customers.

• Handle customer inquiries and complaints in a prompt, courteous, effective, and professional manner.
• Investigate errors and resolve discrepancies.
• Resolve deduction issues.
• Provide internal tracking documents used by other departments.
• Collaborate with cross functional teams and other departments to provide or develop solutions to issues or questions and improve overall business processes.
• Display professionalism during all interactions with USDA contacts.
• Utilize manual order entry and EDI order platforms.
• Utilize multiple systems and customer portals to obtain information.
• Process sample orders.
• Accurately prepare export paperwork.
• Coordinate with internal and external stakeholders to ensure customer delivery expectations are met.
• Review orders to determine special requirements, achievable due dates, valid product numbers, and pricing.
• Enter orders in a timely manner and maintain proper notes and date changes in SAP customer order system for improvements and expedite for on time performance (OTP).
• Track progress of orders, as necessary, to ensure OTP.
• Interact with organizational leadership, employees, vendors, and affected individuals both within and outside of the organization on a regular basis to assist with the completion of general informational requests or direction to appropriate staff to provide the highest-level customer service.
• Excellent communication and interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse workforce.
• Must have good attendance.
• Other job duties as necessary.
• Performs related work as may be required.

* The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.