Customer Service Representative

Bowman Andros Products•Mount Jackson, VA

22h•Hybrid

About The Position

The (CSS) Customer Service Specialist is responsible for acting as a liaison between customers and Bowman Andros Products, LLC (BAP). This position assists with complaints, orders, errors, account questions, invoicing, cancelations, logistics and other queries. Overall, the Customer Service Specialist is responsible for guiding and providing support to customers throughout their entire experience with BAP in a manner that exemplifies BAP standards and expectations; from the time the order comes in until the inventory is shipped from our facilities and invoiced.

Requirements

Highly developed sense of integrity and commitment to customer satisfaction.
Regular and reliable attendance required.
Will be required to lift and carry sample boxes for customer displays of up to 50 lbs. on a regular basis.
Demonstrated passion for excellence with respect to treating and caring for customers.
Ability to communicate clearly and professionally, both verbally and in writing.
Strong decision making and analytical abilities.
Intermediate to expert knowledge and skill with Microsoft products (Excel, Word, Outlook, PowerPoint).
Knowledge of AS400 Information System strongly preferred.
Knowledge of S2K enterprise management system is strongly preferred.
Strong detail orientation and communication/listening skills.
Willingness to work a flexible schedule and occasional overtime when needed.
Ability to handle pressures of dealing with priorities that change frequently and have very short time frames.
Possess a strong work ethic and team player mentality.
3+ years of experience in a customer service or help desk capacity required.
Some experience with multiline telephones and online ticketing systems helpful.
Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus.

Nice To Haves

Knowledge of AS400 Information System strongly preferred.
Knowledge of S2K enterprise management system is strongly preferred.
Some experience with multiline telephones and online ticketing systems helpful.
Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus.

Responsibilities

Process, and or create customer purchase orders, transfers, and samples orders through EDI, email, or fax transmissions.
Process, and or create credits, return authorization, and receiving PO’s.
Analyze incoming orders, address, and solve any fill rate, palletization, pricing, and logistics issues pertaining to these orders.
Track inventory levels and predict fill rate or logistic issues before they arrive. Working with the customer, and BAP supply chain to resolve issues that may arise.
Communicate with customers & brokers via telephone & email in a proficient and professional manner and to solve any issue that may occur over the fulfillment lifespan of their order, and after.
Handle all logistic communications pertaining to the customers’ purchase orders. This includes all but not restricted to: Setting outbound & inbound appointments and tracking on-time deliveries; Analyzing the products weight & size to properly set-up transit to and from the customer; Analyzing and solving logistic issues, such as damaged product, overage, shortage, and incorrect deliveries; Handling all communication between the customer and the carriers involved; Creating and providing accurate shipping labels, placards, customs paperwork, and other essential shipping documents needed for smooth transit of the product.
Create and send 855 (ASN) customer acknowledgment, and 866 manifest transmissions daily.
Retain acute knowledge of each customer’s product specifications, such as TI x HI, weight, pack size, lot information, expiration dates, GTIN, UPC, vendor code, pricing, and other such pertinent information.
Maintain and update customer profiles that includes active shipping DCs, center points, consolidation centers, customer contacts, ordering habits, pull rates, fill rates, active & de-activated items, shipping information, and all other encompassing customer data.
Coordinate with other members of supply chain such as procurement, sales, and forecasting to ensure customer data is accurate and available to ensure smooth operation.
Coordinate between the Quality Control Department and the outbound warehouse to determine release feasibility of on-hold product needed to ensure full shipments.
Coordinate with the Accounting Department, and sale to ensure product pricing is accurate and matches in the S2K enterprise system. Also assisting Accounting with research on customer deductions to ensure proper clearing of these charges.
Review, close, invoice, file, and send order paperwork at the end of each shipping day.
Work with other Customer Service Specialists to ensure proper customer service is being delivered.
Handle EDI transmissions.
Performs other tasks / duties as assigned.