Customer Service Representative - Hybrid Littleton, NH

Hybrid - Littleton, NH * Three days in office / two remote 

PURPOSE AND SCOPE

The Customer Service Representative processes orders/returns, communicates with customers to ensure fulfillment of their needs, and provides general support in the area of sales, office and data processing.

ESSENTIAL JOB FUNCTIONS

• Follow Standard Operating Procedures to fulfill all orders, EDI, and non-EDI.

• Follow Standard Operating Procedures to process all credit memos, returns/reverse sales.

• Follow Standard Operating Procedures to manage backorders and communicate to customers, rep groups and/or sales managers.

• Follow Standard operating procedures to remain complaint with cGMPs.

• Update contacts files with up-to-date information

• Review and complete tasks assigned.

• Follow up with order acknowledgments and/or shipping and billing information.

• Respond to inbound phone calls, resolving calls in a skillful and prompt manner.

• Field customer inquiries. Resolve problems and answer questions.

• Ensure expedient notification to quality of all complaints.

• Timely processing of replacement Sales Orders and refund credit memos requested by quality for complaint resolution.

• Based on customer situation, is empowered to make decisions.

• Provide feedback for customer’s comments and questions.

• Responds to customer e-mail communication within the established quality parameters and turnaround time.

• Share experiences and provide support to team.

• Communicate with Sales Managers concerning all issues pertaining to the customer program.

• Write procedures for processes and tasks in the customer service department.

• Update customer accounts in Navision.

• Send and receive all EDI trading partner documents and functional acknowledgments.

• Review EDI amendments

• Adjust and resend EDI documents as required.

• Provide phone backup support.

• Communicating with logistics regarding specific shipping needs.

• Develop knowledge of all products offered by utilizing resources available.

• Provide feedback for improvement in areas effecting the position.

• Other duties as assigned.

ABOUT OUR COMPANY:

At Adventure Ready Brands we pride ourselves on exhibiting quality in all we do. We are built upon core values that cultivate a culture of growth focused on results, customer satisfaction, leadership, innovation and initiative, as well as communication and teamwork. 

We offer Medical, Dental, and Vision insurance, FSA, HSA, Supplemental Life Insurance, Long Term Disability, 401k with matching program, paid maternity and parental leave, as well as company paid Short Term Disability, a company paid Life Insurance policy. At ARB, we provide weekends off, Paid Time Off after 90 days, paid holidays after 30 days, and a work environment with a hardworking, dedicated, and friendly staff!