Customer Service 3
About The Position
The Central Services Representative (CSR) provides day-to-day order-management support to external and internal customers for Emser’s national accounts in the Builder, Commercial, Retail, and Mass Merchant/Internet segments. The role also provides branch support for order administration of high-volume transaction accounts and occasional phone coverage. The Central Services Team provides a single point of contact for high-volume, multiple-location customers and supports branch teams by applying knowledge of company systems, order processes, products, and service programs while maintaining productivity and accuracy. The CSR reports to the Central Services Manager/Supervisor. The 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, Knowledge Base, and short-pay reconciliation processes.
Requirements
- Knowledge of ERP (Enterprise Resource Planning) 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 relating 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 internal and external customers.
- Ability to adapt well to change.
Responsibilities
- Provide complete, timely, and accurate execution of business transactions for assigned customer accounts, using order-entry guides to understand customer and company requirements.
- Receive, validate, and process purchase orders in a timely manner.
- Communicate order issues, including incorrect pricing, package configuration, product size, and terms and conditions of sale.
- Communicate product problems, anticipated product receipt, and possible substitutions of in-stock products to limit 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 delivery scheduling at customer or job sites.
- Resolve issues associated with order processing, shipment, delivery, and related transactions.
- Reconcile short payments and issue credits.
- Process return authorizations for reasons 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, 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 cause service failures.
- Manage account workload, work quality and accuracy against key metrics, and the scheduling and execution of assigned tasks.
- Implement new business processes and manage existing day-to-day processes.
- Provide occasional phone coverage and additional branch support for order administration.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
