Customer Service Representative

RUPRECHT CO • Mundelein, IL

7d • Onsite

About The Position

Office based sales position within the back-office team, acting as a Customer Service Associate. The person in this role is responsible for providing customer and sales support functions. The Customer Service Associate answers incoming calls and emails regarding complex customer service issues, purchase orders, billing questions, and collects payments from our customers. This document in no way states or implies that these are the only duties to be performed by the employee occupying the position.

Requirements

• Knowledge of Microsoft Office. Outlook, Excel and PowerPoint
• Must be able to multi-task with many competing day-to-day activities with competing priorities.
• Strong Organizational skills
• Customer Centric
• Flexibility to adapt to a varied work schedule.
• Must be able to maintain a high level of confidentiality.
• Ability to work well with others in fast paced, dynamic environment.
• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.

Nice To Haves

• Bachelor’s Degree preferred

Responsibilities

• Guiding the life cycle of the order, from order entry into our system, until arrival to the customer.
• Ensuring all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed to minimize errors and maximize Supply Chain efficiency.
• Acting as the key point person on incoming emails and collaborating with the transportation team obtaining on-going updates to provide the customer, sales, and broker (where applicable).
• Managing a high volume of communication/requests, resolving issues in an accurate and timely manner.
• Avoiding fines from customers by filling on time & in full (OTIF).
• Proactively partnering with Supply Planning and Demand Planning on resolutions when shortages are known. Obtaining options for customer’s shortages and presenting details related to root cause, along with options for recovery.
• Responsible for Return Merchandise Authorization (RMA) requests.
• Assisting the claims department on matters related to incorrect or rejected orders.
• Assisting other departments and channels throughout the organization with Customer Care related support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level