Sr Customer Service Representative

Americold•Syracuse, NY

3d•$20 - $24•Onsite

About The Position

The Sr Customer Service Representative is the primary point of contact for National Accounts across multiple sites. This role involves responding to customer inquiries, processing orders, and handling complaints in a prompt, courteous, and efficient manner. Additional responsibilities include greeting visitors, handling telephone responses, scheduling, and various other clerical duties. The Senior level also entails coordinating recalls, national holds, item master maintenance, and reporting across multiple sites, as well as participating in and providing coaching on customer service functions.

Requirements

High school diploma or general education degree (GED) preferred
2- 4 years of work related experience.
Must be able to relate to other people beyond giving and receiving instructions: they must get along with co-workers without exhibiting behavioral extremes; perform work activities requiring reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to criticism from a supervisor
Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes
Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management

Nice To Haves

Ability to work in a fast paced environment.
Ability to handle multiple tasks at the same time.
Flexibility and initiative.
Experience working with challenging customers.
Excellent communication skills.
Strong problem solving skills
Understand the specific needs and requests of customers, the nature of their product and storage and handling needs.
Knowledge of Warehouse Management Systems
Knowledge of Microsoft Office Suite.
Desktop computers.
Accurate typing and data entry skills

Responsibilities

Responds to all customer inquiries and complaints concerning work-orders, shipments, inventory counts, etc.
Reports customer feedback to management.
Acts as liaison between customer and warehouse for account administration, customer, and office for invoicing and credit changes.
Generates all paperwork/information required for customer work orders including checking on special requests, expediting orders where necessary, tracking orders and post inventory records.
Assures proper invoicing of accounts by verifying computer-generated invoices.
Provides clerical support including overseeing all paperwork associated with orders, maintaining corresponding files, answering phones, operating office equipment/computers needed to perform duties, greeting visitors
Schedule loads as required.
Maintain updated reports to ensure all loads are empty and closed.
Resolve refused product, over, short and damaged (OS&D) orders.
Follow attendance policy, show up for work on time and ready to work assigned shift.
Perform other duties as required and assigned.
Maintains and ensures favorable contacts with customers.
Coordinates recalls, national holds, item master maintenance, reporting, etc., across multiple sites.
Participates in training and coaching on customer service functions.
Provides coaching and directs the customer service work in applicable locations.