Customer Service Representative 44 views

The Customer Service Representative provides excellent customer service while handling routine and non-routine customer telephone calls and email inquiries; handles order fulfillment from intake through delivery and may be assigned to special projects.

RESPONSIBILITIES:

Order Management
-Adhering to standard work procedures, manages customer orders from inception to close; provides pricing and delivery information; enters orders into SAP, confirms orders and delivery dates and follows-up on all customer orders and inquiries.
-Actively manages accounts and orders to ensure successful service deliveries by checking for stock availability and delivery timeliness. Will work closely with various departments, including but not limited to, purchasing, credit and plants to resolve order issues and delays. With approval, expedites orders as necessary.
-Generates invoice corrections, submits corrective action requests and processes return authorizations.
-Manages order reports in SAP

Customer Relationship
-Ensures customer satisfaction by managing key business relationships and consistently delivering value added service; provides a positive and professional customer experience at all times contributing to improved Customer Satisfaction metrics.
-Partners with designated sales team members to foster strong customer relationships in an effort to grow the business; notifies sellers of customer intelligence, inconsistencies in customer behavior and identifies improvement opportunities.
-Maintains product knowledge to assist customers through development of options and provide recommendations

Internal and Special Projects
-More experienced CSR’s will assist with new hire training and coaching of less tenured team members.
-Contributing expertise to improve systems and tools

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