Customer Service Representative

Hawkins, Inc.•Fullerton, CA

13d•Onsite

About The Position

The role of the Customer Service Representative is to build relationships with our customers through processing orders and answering requests. The CSR will process orders through a variety of methods including phone, email, and EDI. They will work with internal teams as needed to ensure orders are completed accurately and timely. The CSR needs to demonstrate a strong work ethic, excellent customer service and communication skills, as well as the ability to work independently while being part of a cohesive team. The CSR will demonstrate strong problem-solving skills and be able to make decisions autonomously within the policies of the department. This position is not a remote role.

Requirements

High school diploma or equivalent
3+ years related customer service or supply chain experience preferably in a manufacturing and/or distribution setting
Demonstration of active listening and strong problem-solving skills
MS Office experience required
Strong organizational skills and ability to prioritize and multi-task under various time constraints
Effective verbal, written and interpersonal communication skills required
Must be able to organize and handle multiple priorities with a high level of accuracy
Ability to work independently, as well as part of a team
Ability to consistently maintain a high level of accuracy and attention to detail
Prior ERP/MRP experience required, JDE preferred
Excellent analytical and problem-solving skills required

Responsibilities

Effectively monitor order status, manage incoming calls, emails, and faxes to process customer orders, returns and other requests in a timely manner
Anticipate customer needs and give a high priority to customer satisfaction
Partner with internal customers to fulfill customer needs
Effective written and verbal communication with internal and external customers
Respond to customer complaints, provide appropriate solutions and potential alternatives within policies of the company, and follow up to ensure resolution satisfies customer needs
Ability to work independently and as part of a larger team to successfully complete all work
Utilizes system to maintains new and revised notes/instructions to relay customer specific requirements
Support an environment of continuous improvement
Identify and troubleshoot customer issues and work with internal teams to resolve in a timely and effective manner
Comply with internal and external requirements for customer communications, customer feedback and the corrective action process.
Prioritize needs and adjust accordingly to efficiently manage multiple tasks
Perform other miscellaneous related duties, as needed.