Customer Service Rep (CSR - ECD)

ECMD•North Wilkesboro, NC

5d•Onsite

About The Position

The ECD Customer Service Representative (CSR) takes customer orders through inside sales and mult-point customer contacts. The CSR acts as a liaison between the company and the customer. The customer service representative is responsible for communicating accurately and clearly the needs of the customer to the company and the abilities of the company to the customer. Good Faith Audit 1 coordination, validation, and reconciliation are also duties of the CSR team. This position requires that the employee perform all essential duties as assigned which will include but not be limited to the following: Responsible for communicating information between the customer and the company which initiates manufacturing or distribution processes in such a way that the information is accurate, understandable and complete. All communication with the customer should be done in a manner that represents the company professionally. The ability to communicate well with all parties is key to the success of the order entry process and the continued receipt of orders and customer satisfaction. Quotes and processes customer special and stock orders received via fax, email, phone, or 3rd party provider. Special orders must contain the quoted cost and an accurate description of the product to be placed on order. Any item needing to be quoted outside of the preset pricing will need to be sent to the CSR Manager. Orders will be entered directly into the computer system by the CSR. Orders must be completely recorded with accurate quantities, pricing and ship dates. Observes all selling and marketing policies established by the company. Honors the confidentiality of the company's business policies as well as all of our customers' transactions. Deals with customer inquiries such as the status of an order or revisions to an order. Deals with complaints, price adjustments, credits and pick ups in a timely manner with proper communication with the ECD field representatives, management or others required to handle each situation correctly. All manual credits will be approved by the ECD Customer Service Manager or appropriate management. Acts as a liason between ECMD Logistics and the customer's stores for trucks to be unloaded in a timely manner. Book delivery appointments in customer's portal beginning at 7am daily. Processes daily date changes to be sent to customer via EDI as required. Releases, processes, and transmits special and stock orders to customer and ECMD's distribution centers multiple times as needed each day via EDI. Maintains files of orders and quotes for the length of time established by management. All given quotes must be properly documented with the customer account, product, quoted cost and contact name. Assist with the co-ordination of the Good Faith Auditing program. Respond to audit calls/emails from customer Coordinate audits with RMs, DMs, and TSRs Update Good Faith Log Confirm and record audit discrepancies Validate the monthly reconciliation debits for accuracy Issue 1 steps for credit and billing as needed for audit discrepancies Works on various projects or tasks that are assigned by the ECD Customer Service Manager or appropriate management. Regular and punctual attendance is an essential function of this job. Works with all ECD field representatives and other CSR's to ensure that the customer is serviced correctly. Provides information to these groups as needed. Acts as a backup and a source of information for other CSR's as needed. Work overtime, weekends and holidays when approved by management. Report to work on time as required by schedule. Limit the amount of unavailable time to take customer calls. Working knowledge about ECMD systems and products; spend time at ECMD manufacturing and distribution facilities as required by management. Such other duties and assignments that shall be made from time to time to employee by any member of the Company's management.

Requirements

Communicate clearly with customers in a manner that is non-adversarial and helpful.
Previous experience in sales, customer service, or dealing with the public is beneficial.
Ability to work and communicate within a group of other employees to aid each other and solve problems.
Product catalogs and training materials should be kept current and up to date.
Required to stay updated and knowledgeable on current and new products.
May require limited travel.
Required to successfully complete WMA Millwork Certification within one year of starting date.

Nice To Haves

A background in millwork, lumber, or related industries preferred.

Responsibilities

Takes customer orders through inside sales and multi-point customer contacts.
Acts as a liaison between the company and the customer.
Communicates accurately and clearly the needs of the customer to the company and the abilities of the company to the customer.
Performs Good Faith Audit 1 coordination, validation, and reconciliation.
Communicates information between the customer and the company that initiates manufacturing or distribution processes accurately, understandably, and completely.
Represents the company professionally in all customer communications.
Quotes and processes customer special and stock orders received via fax, email, phone, or 3rd party provider.
Enters orders directly into the computer system with accurate quantities, pricing, and ship dates.
Observes all selling and marketing policies established by the company.
Honors the confidentiality of the company's business policies and customer transactions.
Deals with customer inquiries such as order status or revisions.
Handles complaints, price adjustments, credits, and pick-ups in a timely manner.
Acts as a liaison between ECMD Logistics and the customer's stores for timely truck unloading.
Books delivery appointments in customer's portal.
Processes daily date changes to be sent to customer via EDI.
Releases, processes, and transmits special and stock orders to customer and ECMD's distribution centers via EDI.
Maintains files of orders and quotes.
Documents all quotes properly.
Assists with the coordination of the Good Faith Auditing program.
Responds to audit calls/emails from customers.
Coordinates audits with RMs, DMs, and TSRs.
Updates Good Faith Log.
Confirms and records audit discrepancies.
Validates monthly reconciliation debits for accuracy.
Issues 1 steps for credit and billing as needed for audit discrepancies.
Works on various projects or tasks assigned by management.
Works with ECD field representatives and other CSRs to ensure correct customer service.
Provides information to field representatives and other CSRs as needed.
Acts as a backup and source of information for other CSRs.
Works overtime, weekends, and holidays when approved by management.
Reports to work on time as required by schedule.
Limits unavailable time for customer calls.
Gains working knowledge about ECMD systems and products.
Spends time at ECMD manufacturing and distribution facilities as required.
Performs other duties and assignments as made by management.