Requirements:
Excel - Intermediate or Advanced Required (VLookup, pivot tables, etc.)
Organization and self starter skills are critical
Job Purpose & Responsibilities
The job purpose of the Customer Service Representative is order management from creation to customer delivery while simultaneously maintaining and building relationships with customers by assisting with complaints, questions, and returns; providing information regarding products & services; while also ensuring timely delivery by monitoring the delivery process and raising issues to the appropriate parties when gaps identifying gaps.
JOB SUMMARY
• Build strong customer relationships, loyalty and retention through exceptional sales/service and the presentation, awareness and understanding of our active product portfolio
• Drive customer centricity and growth of existing account base through proactive customer service and customer satisfaction.
• Place outbound calls to new and existing accounts identifying opportunities, decision maker(s) and related customer service needs
• Track order activity, and alerts appropriate staff of any potential delivery problems. Expedites the delivery of selected orders.
• Coordinates with commercial teams, technical development engineers and supply chain staff, researches and obtains resolution of a variety of customer complaints and issues.
• Help develop and implement strategies for driving process improvement
• Facilitate root cause/corrective action communication with the field and customers
• Quotes lead times to customers on orders
• Independently handles routine problems such as coordination of product delivery or errors in type of product delivered
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS
• Bachelor's degree in supply chain management or logistics preferred, may be substituted for experience 2-3 years
• Knowledge and understanding of supply chain process, materials planning, and logistics
• Experience working with SAP software (SAP ECC Sales & Distribution)
• Computer proficiency with the Microsoft Office suite (especially Excel/ PowerPoint)
• Good communication and interpersonal skills
• Ability to interact with the customers in a helpful and friendly manner
• Ability to work well in a team environment
• Ability to set priorities and manage time in a dynamic work environment
• Strong Excel skills