CSR II

Work at Simmons•Gentry, AR

About The Position

The CSR II supports an assigned customer base by providing customer service and processing daily order receipts and entries. This role serves as the first point of contact for customer inquiries and requests, and leads issue resolution by coordinating with appropriate departments and communicating directly with customers through follow-up. It is a salary non-exempt position. The role works with customers and internal teams to support accurate, timely order processing, fulfillment, reporting, and customer shortage prevention. Additional responsibilities may vary by assigned business unit and can include direct order entry, accounts receivable processing, maintaining a Customer Comment Database, State Licensing and Tonnage reports, or logistics appointment line responsibilities. The position contributes to the Order Center team and Simmons operating systems, including quality, security, office environment, company policies, and LEAN. It participates in team development and communication, attends appropriate meetings, supports cohesive team operations, and identifies opportunities to improve processes. Domestic travel to multiple facilities or work-sites may be required, possibly with overnight stays. The work includes computer use, customer communication by telephone and email, visual verification of information, presentations, and movement around manufacturing or office environments and surrounding property.

Requirements

2–5 years of experience in a Customer Service Representative role.
High school diploma or equivalent.
Strong interpersonal, communication, and negotiation skills.
Ability to enter and locate information on a computer, communicate with customers by telephone and electronic mail, visually verify information, present information to groups, and move about in a manufacturing or office environment and surrounding property.
Use personal protective equipment as required by the facility being visited.

Nice To Haves

Preference for experience in a food processing organization.
Enrollment in LEAN, BEST 212, and other developmental training opportunities through Simmons University is highly recommended upon employment.
Military experience is valued; veterans are welcome to join the team.

Responsibilities

Process orders received through EDI, email, fax, and phone.
Process orders daily through data entry, date changes, error correction, and printing and filing related documentation to execute customer deliveries.
Perform assigned tasks to ensure accurate and timely order processing.
Follow internal control procedures when processing customer purchase orders, credits, and rebills.
Communicate and follow up with customers to resolve issues involving product availability, pricing, lead time, or delivery.
Coordinate with Supply Chain, Plant, and outside warehouses, as appropriate.
Maintain accurate records and tracking of customer interactions, key indicators, and reports for assigned business units.
Prepare or contribute to reports accurately and on time, contacting other personnel for additional reporting data as necessary.
Write or maintain Standard Work Instructions for the Order Center to promote consistent best practices.
Coordinate inventory and fulfillment matters with Sales, Supply Chain, Logistics, Production, and Warehouse Operations personnel.
Work with Sales Managers to meet customer and supply chain demands, occasionally by purchasing or selling products.
Partner with Sales Managers and relevant operational teams to proactively prevent customer shortages.
Perform business-unit-specific duties, which may include direct order entry, accounts receivable processing or backup coverage, maintaining a Customer Comment Database or backup coverage, maintaining State Licensing and Tonnage reports or backup coverage, and/or logistics appointment line responsibilities.
Participate in team development, communication, implementation of team concepts, programs, and policies, and coordination of work to support best practices.
Attend appropriate team meetings and support team cohesiveness, raising and helping resolve issues that affect it.
Maintain familiarity with Simmons operating systems and support them by considering the impact of individual actions and communicating concerns and improvement ideas.
Perform other duties as necessary in support of business objectives.
Travel domestically to multiple facilities or work-sites, possibly requiring overnight stays.