Customer Service Representative

POSITION SUMMARY:

The Customer Service Rep manages and executes the customer order process, invoicing and invoice correction processes. This includes the execution of invoice adjustment requests and product returns.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Responsible for prompt and accurate processing of customer orders and inquiries in SAP
• Build sustainable relationships of trust through open and interactive communication
• Responds to customer requests for reports, bills of lading, certificates of analysis, MSDSs, invoice copies, general invoice inquiries, shipment location / status billing adjustments, order changes, product returns and account adjustments/master updates in a timely manner
• Update customers and work issues relating to inventory availability
• Coordinate response for all emergency or special supply situations
• Communicates projected late delivery date in a timely manner to respective customers
• Engages pricing coordinator and customer set-up as required for resolution of customer issues
• Escalates unresolved customer complaints, inquiries, etc. to the Supervisor as required
• Maintains excellent external customer relationship ensuring contract and customer specific requirements are executed
• Interface with appropriate departments regarding late and missed deliveries
• Communicate carrier/transportation issues to appropriate parties
• Understand and maintain customers that have reservations
• Understand processes for consignment and PSL accounts
• Availability to work weekends and/or travel as necessary for business meetings and/or customer visits
• Partner with sales to support customer requirements

EDUCATION AND WORK EXPERIENCE:

• Bachelor’s Degree required with preference for Logistics, Supply Chain or Business Administration
• Minimum of 2 years Customer Service experience in a manufacturing environment is required
• Proficient in Microsoft Office applications
• SAP experience preferred
• Strict attention to detail and ability to catch nuance
• Excellent Customer focus
• Exhibit strong written / verbal communication and organizational skills
• Operational excellence
• Business knowledge
• Flawless execution
• Ability to multi-task