Customer Service Representative

Classification:

Shift:

Job Description:

Just some of our benefits:

• Medical
• Dental
• Vision
• 401k
• Tuition reimbursement
• 12 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life Insurance, AD&D and Supplemental Insurance

Overview:

Responsible for all customer service and order entry duties including, but not limited to, order entry, inventory inquiries, pricing information, invoicing, and credit memos for domestic customers.

Essential Job Functions & Responsibilities:

• Performs all customer service related duties including, but not limited to; answering phones, computer entry of orders/Debits/Credits/RMA's, providing shipment confirmations, invoices and credit memos utilizing JD Edwards's system.
• Efficiently manage inbound phone queue to assure inbound customer calls are handled timely with minimum hold times and/or transfers.
• Provide day to day support to meet customer need dates and requirements
• Provide customers with accurate information on pricing, stock availability, backorders and shipping.
• Work with cross-functional teams including; Sales, Logistics, Warehouse/Plant, Finance, Marketing and Procurement.
• Follow established processes and procedures to handle phone orders, provide order status updates, look-up part numbers and pricing information. In addition, continuously recommend changes to procedures to best support the business.
• Maintain organized customer files, hard copies and electronic files as required.
• Professionally communicate with internal and external customers.
• Demonstrate personal ownership and accountability for tasks and follow through.
• Cross-train new employees as needed to support onboarding and work transitions.
• Back up Senior CSR duties, as needed.
• Provide dedicated product and/or account support as required based on seasonality and demand.
• Assist the Core team with CS system issues and provide tier 1 troubleshooting training to other CSRs.
• Act as the Subject Matter Expert for all Customer Service issues.
• Aid during internal and external audits by representing the local team during the audit and pulling documents necessary to complete.
• Compile and distribute action items from daily production meetings, including backorders and other potential product issues.
• Performs other duties as assigned
• Assumes accountabilities as apparent or as delegated, including mutually agreed upon objectives.

Job Specifications/Skills:

• 3 years' experience in professional Customer Service environment.
• At least 2 years' experience in Customer Service at LATICRETE, or comparable industry experience.
• 2 years' experience JD Edwards preferred
• Excellent communication skills both written and verbal
• Excellent interpersonal skills
• Computer Skills: Intermediate to Advanced knowledge of Microsoft Office (Word, Excel) and Microsoft Outlook.
• Physical ability to lift, move and/or carry minimum of 25 pounds.Ability to network and partner cross-functionally to ensure the CS team can be the central voice to the customer without confusion or delay.

Minimum Educational Requirements:

High School diploma required; AS degree preferred.

Travel:

5-10%

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