Customer Service 3

Emser Tile•Ontario, CA

11d•$18 - $23•Onsite

About The Position

The Central Services Representative (CSR) provides day-to-day order-management support to external and internal customers for Emser national accounts in the Builder, Commercial, Retail, and Mass Merchant/Internet segments. The role also provides branch support with order administration for high-volume accounts and occasional phone coverage. The Central Services Team serves as a single point of contact for high-volume, multi-location customers and supports branch teams by applying knowledge of company systems, order processes, products, and service programs while maintaining productivity and accuracy. The position reports to the Central Services Manager/Supervisor. The CSR’s primary objective is to deliver an effortless customer service experience. This includes order processing, credits, customer escalations, monitoring email folders, reviewing open orders to prevent shipment delays, auditing pricing, sourcing material, managing EDI and online orders, supporting Sales Order Automation, maintaining ticketing and knowledge-base systems, and reconciling short pays. The role manages assigned customer-account transactions from purchase-order receipt through shipment and delivery, coordinating with customers, suppliers, and internal departments as needed. It also manages account workload, work quality, assigned tasks, and implementation and ongoing administration of business processes.

Requirements

Knowledge of ERP ordering systems.
Excellent customer service skills, particularly when handling customer escalations.
Strong verbal and written communication skills.
Attention to detail and focus on execution and timely completion of tasks.
Ability to recognize potential issues and resolve them quickly before they result in service failures.
Business knowledge related to the sales cycle, credit, shipping, and customer order management.
Ability to work with a broad cross-section of internal and external business partners, personalities, and department functions.
Service-driven approach with both internal and external customers.
Ability to adapt well to change.

Responsibilities

Understand assigned customer-account and company requirements using order-entry guides.
Receive, validate, and process purchase orders accurately and promptly.
Communicate order issues, including incorrect pricing, package configurations, product sizes, and sales terms and conditions.
Communicate product problems, expected receipt dates for required products, and potential in-stock substitutions to reduce reselections and customer issues.
Source products to support on-time order shipment and delivery.
Create and distribute order confirmations and communicate potential shipment or delivery issues, lead times, and possible resolutions.
Coordinate transportation and schedule deliveries at customer or job sites.
Resolve issues associated with order processing, shipment, and delivery.
Reconcile short pays and issue credits.
Process return authorizations for matters such as freight or concealed damage, order-entry or shipping errors, and quality issues.
Handle customer queue calls about freight expediting, inventory availability, order status, and pricing inquiries.
Coordinate transactions with internal departments, customers, and suppliers, with support from the Central Services Manager/Supervisor as needed.
Identify and proactively resolve issues that could negatively affect operations or cause service failures.
Manage account workload and the quality and accuracy of work according to key metrics.
Schedule and execute assigned tasks and functions.
Implement new business processes and manage existing day-to-day processes.
Process orders, manage customer escalations and email folders, review open-order reports, audit pricing and price overrides, and manage EDI, Emser Online, Sales Order Automation (IntelliChief), ticketing, and knowledge-base activities.
Perform other duties as assigned.