Sr Customer Service Representative

Americold•Mountville, PA

10h

About The Position

The Sr Customer Service Representative will be 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 performing various other clerical duties. The Senior Representative will maintain and ensure favorable contacts with customers, coordinate recalls, national holds, item master maintenance, and reporting across multiple sites. This role also involves participating in training and coaching on customer service functions, and providing coaching and direction for customer service work in applicable locations.

Requirements

High school diploma or general education degree (GED) preferred
2- 4 years of work related experience.
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.
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
Knowledge of Warehouse Management Systems
Knowledge of Microsoft Office Suite.
Desktop computers.
Accurate typing and data entry skills
Requires the ability to sit for long periods of time, with frequent interruptions
Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
Requires manual dexterity with normal hand and finger movements for typical office work
Talking, hearing, and seeing are important elements of completing assigned tasks
May require travel by automobile and airplane up for business
May require a visit facility operations in temperatures at or below freezing
May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds
Requires the use of various electronic tools
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

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.