Overview:
The Customer Service Associate is responsible for performing a variety of order entry and customer service related responsibilities according to established policies and procedures.
Primary responsibilities include receiving and processing customer orders, in a high volume environment, daily via phone, fax, email, web order, EDI transmissions both timely and accurately.
Applicant must be organized, detailed oriented and possess strong verbal and written communication skills.
Experience working in a shared services group supporting multiple locations in a manufacturing, distribution or wholesale environment.
Qualifications:
High School Diploma or GED equivalent required
Proficient in reading and writing English
2-3 years experience working with ROSS, AS400, and/or Green Screen systems knowledge is a plus
Must have working knowledge of Microsoft Office, particularly with Microsoft Excel, and solid 10-key experience
2 – 3 years experience in an order entry shared service environment, preferably in a distribution, manufacturing or warehouse environment or industry
Must have previous work experience in a start-up environment supporting multiple locations, products and customers
Must have the ability to perform at a high level in a fast paced environment
Must possess the ability to listen, communicate (written and verbal), excellent grammar, and follow-up effectively
Exhibit a caring, professional and enthusiastic demeanor when speaking with internal and external customers
Possess advanced phone etiquette, problem resolution and customer service skills
Bilingual a plus
Responsibilities:
Receive and process customer orders daily via phone (including pre-orders), fax, email, web order, EDI transmissions both timely and accurately
Maintain call desk (on screen) and process all missing customer orders, load requests, EDI transmissions, etc
Respond to internal and external requests and resolve appropriately
Maintain timing for order cut off with business units
Answer random customer calls and redirect to correct department or branch for corrective action
Knowledgeable about the Company's products, programs and proficient in the use of systems utilized to manage customer accounts
Ability to resolve escalated customer complaints and to a satisfactory resolution
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