Sr. Customer Service Representative

Summary:
Customer Service Representatives are responsible for order management from our customer base. This includes all aspects of a customer’s order starting with answering telephone calls, responding to emails of approx 100 per day, order processing, arranging freight rates for customers, setting up and maintaining customers contacts in our ERP system, sending stocking needs to supply chain, communicating with logistics department regarding order status, handling customer complaints. The role requires extensive proactive communication with customers, the sales team, supply chain, logistics and the management team.

Essential Duties and Responsibilities include the following:
• Responsible for supporting the Customer Service Representatives as directed by the Customer Supervisor and when the Customer Service Supervisor is out of the office.
• Embrace and work to the spirt of the Azelis mission and organizational tenants.
• Answer telephone and emails respond to customer needs, and internal employee’s needs.
• Build effective communication lines and relationship with your customers as to develop a good understanding of how to support their needs.
• High Volume order processing of 100-200 orders per month- includes taking the order via email or phone call, entering the order into our ERP System and adequate follow through on orders until shipped. This includes communication to customers and sales team on order updates and status changes to their orders.
• Trouble shooting when any customer issues are communicated, empowerment to decide upon a resolution to the problem and follow through.
• Communicate with and build a team relationship with the Azelis Care Customers and Account Managers that you are assigned to support.
• Communicate with Credit department to ensure urgent orders are released from credit hold.
• Handle customer complaints including NCR entry, documentation, disposition and create RGA’s if applicable for the return of materials.
• Communicate with Sales Coordinators to set up new products and pricing in customers template in ERP.
• Assist Customer Service Supervisor with material allocations from the Inbound Report that Supply Chain provides.
• Continuously strive to create efficiences and improvement in Customer Service Processes.
• Assist in testing and training of new systems and processes.
• Assist in sharing best practices with our CSR’s.
• Perform other functions of the customer service department as needed.
• Build effective communication lines with supply chain, logistics and the sales team.

Other Responsibilities include (but not limited to)
• Understand and adhere to/follow the department procedures and policies.
• Understand and adhere to/follow the Azelis Americas and CARE Business
• Additional responsibilities may be assigned as needed.
Key Strengths:
• Critical thinker, detail-oriented, and well organized.
• Capable of performing high level or order volume or projects
• Able to Train CSR’s.
• Conflict Resolution Skills
• Demonstrates input into department results and workflow, and processes for continuous improvement
• Detail-oriented and well organized.
• Ability to multi-task and handle a high volume of work load with attention to detail at all times.
• Self-motivated, honest, dependable and a high level of integrity.
• Sound verbal and written communication skills.
Relationship building skills.

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; demonstrates group presentation skills and a good command presence; participates in meetings.
Written Communication - Writes clearly and informatively; presents numerical data effectively.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests;
Business Acumen - Understands business implications of decisions; displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost