Customer Service Representative

Rehrig Pacific Company•Dallas, TX

12d

About The Position

Customer Service Representative (CSR) Make an impact. Build relationships. Deliver exceptional service. Were looking for a Customer Service Representative (CSR) who thrives on helping customers, solving problems, and collaborating with cross-functional teams to deliver a seamless customer experience. As the first point of contact for our customers, youll play a critical role in ensuring satisfaction, accuracy, and long-term partnerships. What Youll Do Customer Experience & Account Support Serve as the primary point of contact for customer inquiries, orders, and support needs. Learn and support our Delivery Solution product offerings, acting as a trusted advisor to customers. Establish and maintain customer accounts and records in JDE and Salesforce . Process customer orders received directly or through Sales Representatives. Communicate order status, quotations, confirmations, changes, and address customer questions or concerns. Lead post-sales support to ensure a positive order experience, allowing Sales to focus on account growth. Share customer insights and recommendations with cross-functional teams including Sales, Category, and NPD. Cross-Functional Collaboration Review and update order forms to ensure clarity and alignment across teams. Define and refine material handling and technology configurations, ensuring compatibility. Partner with Operations on project implementation to meet customer requirements and delivery timelines. Learn new products and features while updating SOPs and customer-facing documentation. Ensure product definitions, part lists, and images are accurately maintained. Maintain customer scorecards and track key performance metrics. Schedule and participate in quarterly business reviews (QBRs) with customers and internal teams. Process Improvement & Optimization Coordinate corrective actions related to customer complaints and service requests. Analyze and process incoming orders and changes for accuracy (pricing, parts, shipping, and terms). Schedule shipping dates and support production and material planning. Optimize shipment loads, manage EDI orders, and document freight issues. Monitor and report customer lead-time performance. Propose creative, customer-focused solutions that align with business goals.

Requirements

Bachelors degree or 5+ years of relevant professional experience.
3+ years of experience in material handling, supply chain, or a related field.
Strong communication and relationship-building skills.
Proven ability to multitask and solve problems in a fast-paced environment.
Experience with CRM systems and Microsoft Office.
Excellent attention to detail and organizational skills.
Positive, customer-focused mindset.
Ability to travel by air 1020% of the time.
Ability to lift up to 25 lbs as needed.

Responsibilities

Serve as the primary point of contact for customer inquiries, orders, and support needs.
Learn and support our Delivery Solution product offerings, acting as a trusted advisor to customers.
Establish and maintain customer accounts and records in JDE and Salesforce .
Process customer orders received directly or through Sales Representatives.
Communicate order status, quotations, confirmations, changes, and address customer questions or concerns.
Lead post-sales support to ensure a positive order experience, allowing Sales to focus on account growth.
Share customer insights and recommendations with cross-functional teams including Sales, Category, and NPD.
Review and update order forms to ensure clarity and alignment across teams.
Define and refine material handling and technology configurations, ensuring compatibility.
Partner with Operations on project implementation to meet customer requirements and delivery timelines.
Learn new products and features while updating SOPs and customer-facing documentation.
Ensure product definitions, part lists, and images are accurately maintained.
Maintain customer scorecards and track key performance metrics.
Schedule and participate in quarterly business reviews (QBRs) with customers and internal teams.
Coordinate corrective actions related to customer complaints and service requests.
Analyze and process incoming orders and changes for accuracy (pricing, parts, shipping, and terms).
Schedule shipping dates and support production and material planning.
Optimize shipment loads, manage EDI orders, and document freight issues.
Monitor and report customer lead-time performance.
Propose creative, customer-focused solutions that align with business goals.