Customer Service Representative

Office based sales position within the back-office team, acting as a Customer Service Associate. The person in this role is responsible for providing customer and sales support functions. The Customer Service Associate answers incoming calls and emails regarding complex customer service issues, purchase orders, billing questions, and collects payments from our customers

This document in no way states or implies that these are the only duties to be performed by the employee occupying the position.

Duties & Responsibilities

· This role is accountable for guiding the life cycle of the order, from order entry into our system, until arrival to the customer.

· Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed to minimize errors and maximize Supply Chain efficiency.

· Key point person on incoming emails and collaborate with the transportation team obtaining on-going updates to provide the customer, sales, and broker (where applicable).

· Manage a high volume of communication/requests, resolving issues in an accurate and timely manner.

· OTIF – avoid fines from customers by filling on time & in full

· Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known. Obtain options for customer’s shortages and present details related to root cause, along with options for recovery.

· Responsible for Return Merchandise Authorization (RMA) requests

· Assists claims department on matters related to incorrect or rejected orders.

· Assist other departments and channels throughout the organization with Customer Care related support