Associate Customer Service Representative
About The Position
This position requires an ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers, Businesses, Distributors and Subsidiaries. Ability to identify areas for improvement and implement change. Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment. Must possess excellent organization skills to provide accurate follow-up, understand inventory management, have the ability to understand the strategic direction of any Business Unit to which they provide customer service support and translate that strategic direction into tactics with their assigned customers. Responds to customer issues that require product knowledge, interpret questions/requests and ensure proper resolution in a prompt and courteous manner. May initiate customer contact to proactively identify and address customer needs. Monitors the resolution process to ensure other departments follow through on requests. Responsibilities include but are not limited to responding to customer inquiries, utilizing various Business Unit tracking systems, resolving disputes, issuing credit/debit memos, processing samples/rebates and monitoring sales orders through the order fulfillment process.
Requirements
- Demonstrated proficiency as a Customer Service Representative, beyond call center and/or retail experience.
- Previous knowledge of the Sales to Cash (STC) Process.
- Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse and Transportation personnel as well as external customer contacts.
- Knowledge of SAP-R3 or equivalent is required.
- Minimum of 6 months to 1 year of SAP experience which includes placing orders, creating deliverables and invoicing.
- Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, and Word).
- High School Diploma required
- Order entry experience
- Previous customer service experience
Nice To Haves
- Salesforce.com and SharePoint experience is a plus.
- College degree preferred
- Multitasking skills
- Project management including the ability to translate needs into a workable implementation plan
- Change management skills
Responsibilities
- Responding to customer inquiries
- Utilizing various Business Unit tracking systems
- Resolving disputes
- Issuing credit/debit memos
- Processing samples/rebates
- Monitoring sales orders through the order fulfillment process
- Initiating customer contact to proactively identify and address customer needs
- Monitoring the resolution process to ensure other departments follow through on requests
Benefits
- MEC (Minimum Essential Coverage) plan
- Medical
- Vision
- Dental
- 401K
- EAP (Employee Assistance Program) services
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
