Customer Service Representative

Evans Distribution Systems•New Hudson, MI

6d•Onsite

About The Position

Customer Service Representative (CSRs) work in our fast-paced warehousing department. CSRs are the frontline communication with our customers and are responsible for responding to inquiries, processing orders, and handling complaints, in a prompt, courteous, and effective manner. CSRs are critical of ensuring the product is handled correctly based on the customer’s requirements. Associates gain valuable experience in quality, productivity, and communications.

Requirements

High school education required. Some college beneficial.
Three (3) years’ experience in a similar position required.
Annual seminar or training session on customer service or related topics.
Pass pre-employment background screening.

Responsibilities

Working knowledge of SAP.
Process and input all customer orders.
Run various inventory reports to check for product availability.
Review and enter all inbound tally documents in system and verify discrepancies.
Generate all related paperwork and other necessary information required for customer work orders and bill customers accordingly.
Awareness and understanding of billing/rating structure.
Coordinate special rush order requests with transportation and operations.
Notify customers of any activity concerning their product, provide shipping/receiving information to customers enabling them to trace shipments as required.
Follow-up with other departments to ensure service standards are being met.
Overall knowledge of computer systems and related programs.
Assure proper invoices; verification of computer-generated invoices; issue credits when appropriate; review, mail and file all month-end billing in a timely manner.
Maintain damage records and back-order logs; handle returned product efficiently.
Reconcile physical inventories when requested.
Maintain all hazardous material information on system and MSDS maintenance.
Prepare and provide special reports as requested to customers, operations, or management.
Assist warehousemen with inquiries.
Effectively communicate to management all pertinent information received by customer.
Prepare and send out invoices to the customer.
Maintain a good working relationship with customers by responding to all inquiries and complaints concerning shipments, receipts, inventory counts, work-orders, invoices, etc., in a courteous and efficient manner.
Report on customer feedback to management, particularly any signs of customer dissatisfaction. Advise supervisors, operations and sales when scope or parameters of the customer accounts change.
Act as a liaison between the customer and the warehouse, and between the customer and management.
Assist accounting in all A/R functions such as past due invoices.
Effectively correspond with customers as required (written or verbal).
Maintain current and accurate procedures which detail the processing requirements for each account. (ISO 9001:2015 audit materials.)
Oversee all routine and special paperwork associated with inbounds, outbound, OS&D, etc.
Complete a daily time sheet with accurate allocation of time per account.