Customer Service Representative

Dewolf Chemical • Warwick, RI

284d

About The Position

Customer Service Representatives are responsible for account management of our customer base. This includes all aspects of a customer's order starting with answering telephone calls, responding to emails of approximately 100 per day, proactively providing customers with updates and notifications, order processing, arranging freight rates for customers, setting up and maintaining customers contacts in our ERP system, sending stocking needs to supply chain, communicating with logistics department regarding order status, handling customer complaints, and investigating short payments on invoices. The role requires extensive initiative in communicating with customers, the sales team, supply chain, shipping team and the management team.

Requirements

• Ability to work in a fast-paced environment, always manage a high volume of workload with attention to detail.
• Self-motivated, honest, dependable and a high level of integrity.
• Superior interpersonal skills such as negotiating, problem-solving, and knowledge sharing.
• Sound verbal and written communication skills.
• Relationship building.

Responsibilities

• Embrace and work to the spirit of the Azelis mission and organizational tenants.
• Answer telephone and emails respond to customer needs, and internal employee's needs.
• Build effective communication lines and relationship with your customers as to develop a good understanding of how to support their needs.
• Order processing - includes taking the order via email, entering the orders into our ERP System and adequate follow-through on orders until shipped and billed, this includes communication to customers and the sales team with updates and status changes.
• Review of customers PO instructions and updating this in our ERP System under Customer Remarks.
• Handle and troubleshoot customer issues, empowerment to decide upon a resolution, communicate with internal partners when necessary and follow through to ensure product is shipped out to meet deadlines and promise dates.
• Communicate with Credit department to ensure urgent orders are released from credit hold.
• Run weekly key customer open order reports.
• Send new customer packet information to our customer and upon receipt of completed paperwork and submit to the CS Supervisor or Sr. CSR responsible for setting up new customers in ERP System.
• Send new forecasting to forecasting coordinator in supply chain.
• Communicate with sales coordinator to set up new products and pricing in customers profile in ERP system.
• Continuously work to improve order entry related processes to raise service levels, reduce errors and increase efficiencies.
• Build effective communication lines with supply chain, shipping team, and the sales team.
• Perform other functions of the customer service department as needed.

What This Job Offers

• Industry: Wholesale Trade Agents and Brokers