Customer Account Service Representative

Epson America • Plainfield, IN

288d • $20 - $25

About The Position

Epson, a global technology company at the forefront of technological revolutions in imaging, robotics, precision machinery and electronics, is seeking an exceptional Customer Account Service Representative to join our Sales Operations team. The Customer Account Service Representative is responsible for providing front line customer contact in processing parts orders and inquiries and ensuring rapid and accurate delivery of orders to all customers, administration of service programs, and customer problem resolution. This position can be based out of our Indianapolis, IN location with the opportunity for a hybrid work schedule.

Requirements

• SAP experience required
• 2+ years strong customer service experience
• Completion of program at a community college, technical, or commercial school or equivalent experience
• Order Processing experience within SAP required - placing an order, checking availability of product, serial numbers, freight carriers, etc.
• Familiarity with Electronic Data Interchange (EDI) & Business-to-Business (B2B)
• Sustaining a relationship with Returns department in order to resolve complex return issues, unauthorized returns and non-compliant product
• Substantial knowledge of logistics

Responsibilities

• Manage orders from inception to customer delivery
• Process orders efficiently within required time periods
• Document and communicate special instructions to the warehouses
• Follow through with order issues to ensure timely deliveries
• Collaborate with Credit Department regarding credits, debits and credit holds
• Communicate directly with Sales Operations regarding pricing and/or allocation issues
• Work closely with carriers to identify root cause of mis-ships and late deliveries
• Ensure any special order requirements and scheduling requirements are followed and properly recorded in SAP
• Check order fulfillment prior to delivery to ensure that product that is in stock is allocated
• Work in coordination with the Allocation Administrator to ensure priority orders are filled accordingly
• Work with the inventory planners when necessary to determine when reworks or inbounds are available
• Manage back orders daily and release to warehouse on specific schedule per respective account
• Regularly review back ordered product in order to ensure product is filled once received by the warehouse
• Ensure customer response times met - email responses and returned phone calls within two hours
• Ensure customer reports are completed and provided to the customer by the customers' requested deadlines
• Build strong relationships with peers, other departments, and managers to best meet company goals and objectives
• Update and maintain customer profiles
• Research and provide credits and debits to the customer
• Process RMAs and provide to the customer

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Wholesale Trade Agents and Brokers
• Education Level: Associate degree