Customer Support Representative 1, Field Based Inventory

Overview

Primary Function:

The Field Based Inventory Representative 1 is responsible for communicating with internal and external customers regarding field-based inventory.  This could include inventory transaction types such as relocations, returns, consignment, order processing and Use or Return (UOR) processing.

 

Responsibilities

Essential Duties and Responsibilities

• Communicate professionally via email, phone, and chat with internal and external customers, peers, and leadership, effectively conveying thoughts, ideas, and responses.
• Answer calls, emails, and chats to support order placement, backorder management, purchase order inquiries, product-related questions, and other customer service needs, triaging inquiries as appropriate.
• Respond to customer requests for Return Goods Authorizations (RGAs), initiate return processes, and log complaints and feedback into local systems.
• Perform work within the local Order Management System, including processing product relocations to ensure accurate tracking and facilitate invoicing when required.
• Analyze data in local systems to troubleshoot issues, update standard KPIs, and follow up with internal customers on outstanding UOR transactions.
• Identify and propose process improvements, participate in continuous improvement (CI) and role-relevant projects, provide feedback on changes, and lead initiatives appropriate to the job level.
• Support and apply process changes by understanding their impact on responsibilities and adjusting work accordingly.
• Collaborate cross-functionally with Sales Divisions, Operational Units, and other departments to meet business and customer needs.
• Participate actively in department meetings by providing ideas to leadership or submitting ideas through the local PMO process.
• Identify and communicate discrepancies in policies or work instructions and submit nonconformance, availability, security, and compliance issues as necessary.
• Perform all work in compliance with the Cook Quality Policy Manual, maintaining high standards of quality and regulatory adherence.
• Work effectively and professionally with peers and leadership across all levels of the organization to support departmental and organizational goals.

 

This job description in no way states or implies that these are the only duties to be performed.  This position is expected to follow other job-related instructions and duties.

 

Qualifications

Education and/or Work Experience Requirements:

• High school diploma, High School Equivalency Diploma or participating in a Cook sponsored program to obtain a High School Diploma or Equivalency Diploma
• Requires 1+ years of related experience.

Qualification Requirements:

• Basic Microsoft Outlook, Word, and Excel capabilities
• Local or standard order management system preferred.
• Positively able to receive feedback and apply it to their role and escalate concerns that might impact the business and/or operations
• Able to complete all tasks assigned by leadership with minimal follow-up.
• Ability to navigate multiple systems to provide customers with information relevant to their inquiry. 

Physical Requirements:

• Works under general office environmental conditions.
• Sitting for extended periods.
• Utilizes close visual acuity for working with computers and equipment.
• Must be able to perform the essential functions of the job, subject to reasonable accommodation requirements under the ADA (US Only).