Customer Service Rep (Remote)

Job Description

REQUIREMENTS

• High school diploma required; Associate’s or Bachelor’s degree preferred
• 2-3 years’ experience in a customer service role, preferably in club channels
• Strong computer skills, including proficiency in Microsoft Excel and Outlook; experience working within Sage X3 or other similar ERP system is a plus
• Familiarity with EDI transaction sets
• Able to thrive in a fast paced environment and remain calm under pressure
• Works with a high sense of urgency
• Dependable and results oriented
• Self-directed and able to work well independently or in a team
• Organized with a high attention to detail, accuracy and follow through
• Above average communication skills (written and verbal)
• Strong interpersonal skills
• Skilled in problem solving, research and time management
• Able to multi task

RESPONSIBILITIES

• Process orders received via Fax, EDI, email & by phone
• Verify pricing and shipping dates within 24 hours after receipt
• Maintain order guide & pricing in the software system
• Proactively communicate with Production & Warehouse teams to avoid potential customer shorts including releasing lots & allocation of an item if needed
• Track order fulfillment & communicate shorts to our customers with information on when product will be available or suggest a substitute item
• Work with the Accounting Department to resolve credit issues & to release orders
• Process PO change requests, returns & samples
• Handle customer issues & complaints by referring the issue to the appropriate department & logging them onto the system. Follow up to resolution.
• Communicate with Sales, Supply Chain, Production, Logistics & Warehousing on a regular basis to ensure our customer’s needs are met
• Organize work to meet deadlines
• Assist the Sales Department in growing customer business

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