CS/Sales Support Technician

The Cheesecake Factory•Agoura Hills, CA

5h•Onsite

About The Position

The Cheesecake Factory Bakery is seeking a Sales Support Technician to join their team. This role is responsible for the daily processing of customer orders, credits, and invoices, including specific requirements for international customers. The position will also handle Electronic Data Interchange (EDI) processing and issue resolution. The ideal candidate will be adaptable, results-driven, meticulous, and service-oriented, thriving in a fast-paced environment with a strong attention to detail and excellent communication skills.

Requirements

Minimum 3+ years of experience in a Customer Operation department, or related position.
Strong team player with positive attitude, collaborative, helpful with a professional demeanor.
Ability to multi-task in a solution oriented and fast-paced environment.
Ability and willingness to work extended hours and weekends on an exceptional basis.
Organized and detail oriented.
Excellent verbal and written communication skills.

Nice To Haves

Knowledge of international shipment requirements.
Knowledge of Electronic Data Interchange (EDI) transactions and issue resolution is preferred.
Working knowledge of ERP system is preferred.
Bachelor’s Degree in a Business-related field.

Responsibilities

Enter and revise daily orders (customer, sample, employee) via email and/or fax into Enterprise Resource Planning (Ross) system to generate sales orders for processing.
Process orders through Electronic Data Interchange (EDI) and work exceptions and issues, as needed. Aid in Electronic Data Interchange (EDI) system set-up.
Invoice all shipped products, including freight charges as applicable.
Monitor customer/order minimum requirements and customer-specific pricing and generate exception-based communication to customers to resolve order issues.
Monitor customer's questions and complaints and act as a liaison between customer, shipping, production and sales departments.
Generate credit requests for shorted, damaged, or returned products and enter credit notes into Enterprise Resource Planning (ROSS) system.
Create documentation for international shipments (Commercial Invoice (CI), Shipper’s Letter of Instruction (SLI), and coordinate with other departments to obtain and track other required documentation for international shipments.
Maintain a variety of files, reports and schedules related to delivery, pricing and service.
Discuss regularly with Sales Department to discuss problems/needs regarding bakery products and procedures.
Record new procedure information for international customers.
Provide coverage for the other Sales Support team members, when necessary.
Meeting department's KPI goals and help facilitating achieving them among the team.