Customer Service Representative

JOB SUMMARY:
The Customer Service Representative is responsible for providing high quality customer care to create a positive experience for our B2B customers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers as well processing customer orders while maintaining accuracy. All our associates are trained to understand processes and systems as it relates to their role so that they can provide our customers with excellent service. Personable and professional under pressure with a motivated, energetic nature. They will support both individual and team initiatives and objectives to enhance business strategies.
Regular hours are Monday through Friday 8am to 5pm. This is a remote role.
RESPONSIBILITIES (10 or less bullets):
Responsible for timely and accurate order validation of $1 billion dollars of sales revenue/year ensuring understanding of service expectations to unique and varying customer requirements.
Manage order modifications in alignment with customer requests while mitigating negative service impact and dollarized fine risk where applicable.
Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing and sales programs
Manage and assess customer-related problems or issues and develop and implement appropriate resolution in all interactions via phone, email and fax while meeting customer experience communications standards
Work effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing and the field Sales Force
Ensure a thorough understanding of current technology to promptly respond to customer requests, including but not limited to Delivery Ware, Team-Email, Customer Web-sites, and Electronic Data Interchange (EDI)
Perform other duties as assigned
QUALIFICATIONS (10 or less bullets):
Associate’s or Bachelor's degree is preferred
Minimum of 1 year of customer service experience in a service industry
Proficient in Excel, Word, and PowerPoint; prior SAP experience is preferred
Ability to manage a high volume of work with accuracy
Possess excellent interpersonal, written and oral communications skills as well as effective problem solving skills
Demonstrated ability to work independently, cross-functionally and in a team environment

Employment type
Full-time

Work arrangement
No