Operations Customer Service Representative

This position is responsible for providing superior customer service and order management support to external and internal customers and brands through a variety of communication mediums. Responsibilities include, but are not limited to:

Facilitate Order to Cash Process

• Ensure orders are correctly and accurately input via the order review process and confirm data with Customer via the acknowledgement process.
• Review pricing for accuracy and ensure all applicable/requested promotions are correctly applied to invoice. Partner with Pricing Group and/or Sales to correct price discrepancies.
• Track customer orders to ensure expectations are met and carriers deliver on time per shipping agreements.
• Deliver on business expectations by adhering to defined turnaround time(s) for order placement, email / fax response and call response.
• Utilize various workflows including VOC and Pricing, to gain the needed approvals that allow customer orders to ship as completely as possible while adhering to regulatory and financial requirements.

Contact Management

• Field inquiries via multiple platforms.
• Control customer experience through positive language and use of friendly, professional and courteous verbal and written correspondence.
• Supply prompt and inclusive responses to customers in accordance with department and business rules.
• Adhere to defined business and customer specific SOPs and Profiles to provide consistent service. 

Build and Maintain Internal/External Business Partnerships

• Promote positive working relations with internal and external departments (Customer Support, Marketing, Planning, Operations, Pricing, Finance, Regulatory).
• Send forecast data to Production Planning when pertinent. 
• Support Inventory Management Operation Excellence through intelligent decision making and coordination with Plants and Distribution Centers.

Provide Problem resolution

• Utilize resources and procedures to facilitate the timely and correct handling of reported Overages, shortages and damages, and record data in CRM and/or E-trac system.
• Process credit requests promptly and provide the necessary details so that claims may be reviewed and issued within a reasonable timeframe.
• Run reports to document recurring issues at customer and/or regional level including those related to Distribution or Carrier performance.

Account Management

• Coordinate all facets of account management for accounts including EDI and Manual orders, shipping updates, credit authorizations, and Vendor Portal management.
• Document new procedures and take responsibility for updating current guides and SOPS.
• Demonstrate consistent and frequent use of CRM including case management, account contact, coding.

Contribute to Department Initiatives

• Participate in Lean projects as a lead or team member on a regular basis and provide ideas and feedback to projects.
• Provide intermediate level reports at the request of Supervisor, Manager or Director.
• Manage communications and flow of information within the team.                                                                   

 

POSITION REQUIREMENTS:

FORMAL EDUCATION

Required: High School Diploma 

Preferred: College Degree in a Business Related Field

 

KNOWLEDGE & EXPERIENCE:

Required:

• Customer Service or related experience 
• Comfortable to communicate via multiple platforms

Preferred:

• Experience in a high paced office setting
• Demonstrated passion for continuous improvement and service excellence

 

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Excellent verbal, written and interpersonal communication skills with emphasis on attention to detail
• Effective customer service, problem solving and conflict resolution skills
• Microsoft Office Suite intermediate proficiency
• Flexibility
• Excellent time management and strong sense of priority
• Consistently exhibit a positive attitude and exceptional work ethic
• Demonstrate professionalism in all dealings with inside and outside customers

Preferred:

• Fast learner with a sharp mind, able to work comfortably in team or independently
• Transactional Lean Training
• Business Objects Training/Proficiency

 

Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sh