Customer Service 3

Emser Tile•Ontario, CA

23d

About The Position

The Central Services Representative (CSR) provides day-to-day order-management support to internal and external customers for Emser’s national accounts in the Builder, Commercial, Retail, and Mass Merchant/Internet segments. The role also supports branches with order administration for high-volume accounts and provides 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 provide customers with an effortless service experience. Work includes processing orders and credits, handling escalations, monitoring customer email folders, reviewing open-order reports, auditing pricing, sourcing materials, and managing EDI, Emser Online, Sales Order Automation (IntelliChief), ticketing, and Knowledge Base processes. The role also handles reconciliation of short pays. The CSR executes assigned customer-account transactions accurately and on time, coordinates with internal departments, customers, and suppliers, and proactively resolves issues that could affect operations or service. The position is based at the Western Distribution Center in Ontario, California, and is listed as full-time. The posting describes work in enclosed offices, partially enclosed warehouse areas, and outdoors in varying weather conditions, including near operating forklifts.

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 executing and completing tasks on time.
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.
Ability to walk, stand, reach, sit, stoop, squat, kneel, and bend regularly; speak and hear; and visually detect product color and shading variations.

Responsibilities

Understand customer and company requirements for assigned accounts using order-entry guides.
Receive, validate, and process purchase orders promptly.
Communicate order issues, including incorrect pricing, package configuration, product size, and sale terms and conditions.
Communicate product problems, anticipated receipt of required products, and potential substitutions of in-stock products.
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 to customers or job sites.
Resolve issues associated with order processing, products, shipment, delivery, and related transactions.
Reconcile short pays and issue credits.
Process Return Authorizations for issues including freight or concealed damage, order-entry or shipping errors, and quality concerns.
Handle customer queue calls about freight expediting, inventory availability, order status, pricing, and related inquiries.
Coordinate business 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 customer service.
Manage account workload, work quality and accuracy against key metrics, and assigned task schedules and execution.
Implement new business processes and manage existing day-to-day processes.
Process orders, monitor customer email folders, review open-order reports, audit pricing, and manage EDI, Emser Online, IntelliChief, ticketing, Knowledge Base, and short-pay reconciliation processes.
Perform other duties as assigned.