Distribution Customer Service Representative

NFI Industries•North Aurora, IL

About The Position

The Distribution Customer Service Representative carries out customer service activities, including responding to inquiries, processing orders and receipts, and handling complaints promptly, courteously, and effectively. The role also involves answering and routing telephone calls, greeting visitors, scheduling, and performing other clerical duties as directed by the Customer Service Supervisor or Office Manager. The position requires working in varying facility conditions and may involve irregular or extended hours, including nights, weekends, and potentially holidays, as needed.

Requirements

High school diploma or equivalent required.
Strong computer knowledge, including MS Office applications.
Basic typing skills.
Familiarity with 10-key.
Familiarity with shipping software systems, including UPS and Federal Express.
Excellent oral and written communication skills.
Excellent customer service skills.
Ability to work in varying facility conditions.
Ability and availability to work irregular or extended hours, including nights, weekends, and potentially holidays, as needed.

Responsibilities

Respond to customer inquiries and complaints concerning work orders, invoices, shipments, inventory counts, and related matters in a courteous and effective manner.
Process and input customer orders.
Produce stock reports to check product availability.
Produce paperwork and provide information required for customer work orders.
Coordinate special and last-minute shipping requests with the Traffic and Operations Departments, expediting orders as necessary.
Follow up with other departments to ensure service standards are met.
Verify computer-generated invoices to ensure accounts are invoiced properly.
Prepare shipping and tracing information for customers as required.
Maintain damage records and back-order logs.
Communicate customer feedback, including signs of dissatisfaction, to management.
Act as a liaison between the warehouse and customers in account administration, and between the office and customers regarding invoicing and credit changes.
Oversee order-related paperwork and maintain corresponding files.
Maintain a current and accurate procedure manual detailing processing requirements for each account.
Answer and route telephone calls, greet visitors, schedule, and perform other clerical duties as directed by the Customer Service Supervisor or Office Manager.