Customer Service Representative
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
The Customer Service Representative (CSR) is responsible for providing best-in-class support for our customers. Reporting to the Customer Service Supervisor, this role manages the day-to-day customer activities such as customer orders, presale inquiries, and post-sale transactions. The CSR works collaboratively with internal partners applying excellent customer service and communication skills, order management capabilities, and system knowledge to support given territories and to meet the daily needs of the customer. As the CSR, you will represent the IEWC brand and value proposition, and become the 'face to the customer' in their daily activities. In this role, you will manage customer orders timely and to the highest level of accuracy by reviewing customer purchase orders (PO), reviewing PO to Customer Material Information (CMI), and entering orders into SAP & Rubicon. You will respond to all customer inquiries with a sense of urgency and aim for first contact resolution. Additionally, you will run back/late order reports and collaborate with customers to manage appropriate expectations and proactively resolve problems. The CSR will also administer customer order changes, expedites, tracking, and cancellations, and assist in updating customer and material information promptly in SAP or Rubicon. You will process all incoming emails, calls, and faxes promptly and accurately, work independently with minimal supervision in a fast-paced environment, and contribute to process efficiency and customer experience continuous improvement efforts. Resolving product or service problems will be a key part of your responsibilities, which includes clarifying customer complaints, determining the cause of the problem, creating return authorizations, and providing customers with the best solutions to expedite corrections or adjustments while following up to ensure resolution. You will partner with the appropriate Sales person to service the customer on any changes in the Customer Master file.
