Customer Service Representative

GFF Inc - Plochman Inc•Manteno, IL

135d

About The Position

GENERAL SUMMARY: This is an hourly position in Manteno, IL that reports to the Customer Service Manager. The CSR will ensure excellent service standard & maintain high customer satisfaction by acting as a liaison. SCOPE OF JOB FUNCTION Knowledge of product line, prices, transit times, & customer agreements. Receive, process, & acknowledge customer order via EDI. Review availability of stock & shipping dates. Take responsibility for service to assigned account & understand requirements of each customer. Maintain liaison with other departments for order completion & shipment. Resolve customer inquiries in a timely manner. Provide excellent customer service & build customer satisfaction. Maintain sales order files by customer & ship date. Provide ongoing feedback to other departments & management. Establish & maintain a positive working relationship with customer, warehouse team, sales representative, brokers, & inner office departments. Manage & resolve customer complaints & concerns. Prepare & request Return Authorazations as appropriate. Process sample orders to be shipped to customers. Assist with recall & traceability exercises. Prepare reports on weekly/daily basis. Set up new customers in ROSS including credit check. Maintain the customer database, as necessary. Set up & assign brokers/markets in ROSS (tie them to the customer). Process invoicing & orders for all the dressing/soup production to COI. Collections for our past due invoices. Office supply ordering. Collaborate with AR on sales order invoicing & discrepancy investigation. Other duties as assigned.

Requirements

High School Diploma or equivalent.
3-5 years’ experience in customer service.
Excellent communication & listening skills.
Time management skills with the ability to prioritize in a fast-paced environment.
Strong phone presence with a great attitude.
Computer literate (Microsoft Office Suite, ERP systems, & EDI).
Detail oriented.
Ability to multi-task.
Must have great written & verbal communication skills.

Nice To Haves

A.A. Degree preferred.
Knowledge of general manufacturing environment & practices.
Business Acumen.

Responsibilities

Receive, process, & acknowledge customer order via EDI.
Review availability of stock & shipping dates.
Take responsibility for service to assigned account & understand requirements of each customer.
Maintain liaison with other departments for order completion & shipment.
Resolve customer inquiries in a timely manner.
Provide excellent customer service & build customer satisfaction.
Maintain sales order files by customer & ship date.
Provide ongoing feedback to other departments & management.
Establish & maintain a positive working relationship with customer, warehouse team, sales representative, brokers, & inner office departments.
Manage & resolve customer complaints & concerns.
Prepare & request Return Authorazations as appropriate.
Process sample orders to be shipped to customers.
Assist with recall & traceability exercises.
Prepare reports on weekly/daily basis.
Set up new customers in ROSS including credit check. Maintain the customer database, as necessary.
Set up & assign brokers/markets in ROSS (tie them to the customer).
Process invoicing & orders for all the dressing/soup production to COI.
Collections for our past due invoices.
Office supply ordering.
Collaborate with AR on sales order invoicing & discrepancy investigation.
Other duties as assigned.