Customer Service Representative

Description

RESPONSIBILITIES:

• Receive, process, and verify the accuracy of orders from customers utilizing the customer purchase order process and internal ERP system(s) 
• Schedule and confirm shipping quantities and dates with freight carriers and customers.
• Initiate response and action to requests and inquiries from customers and branch/regional offices to resolve order-related issues, including change orders, order maintenance, shipping and delivery, and updates to customer files. Communicate changes to appropriate personnel/departments in a timely manner.
• Communicate and provide feedback on customer complaints regarding quantity, quality, shipping delays, etc. 
• Use internal systems and data to research and resolve complex customer service situations calmly and efficiently. 
• Identify and introduce new ideas and solutions to increase the accuracy, efficiency, and responsiveness of the customer service department.
• Perform other related duties as assigned.

Requirements

Requirements:

• 3+ years of CSR experience in a manufacturing environment is required.
• Strong operational and customer service bias.
• Process-driven and detail-oriented. Has strong organizational skills and can handle multitasking.
• Strong interpersonal and  leadership skills with decisive decision-making abilities
• Data analysis/problem-solving abilities
• Advanced MS Office, Word, and  Excel. Experience using ERP systems for order entry and management, creating picking and bill of Landing documents, invoices, etc.
• Strong verbal and written fluency in English is required. Bilingual in Spanish is a plus
• Schedule availability (on-call some weekends to complete minor tasks) and capacity to operate remotely if needed.
• This is an on-site position, but it can be flexible to allow remote work occasionally.