Customer Service Representative

The Customer Service role enters specialty product orders for North American customers, monitoring the progress of each order from order entry to shipment and delivery of the order to ensure final invoicing.  This role manages bulk liquid inventory for customers in North America utilizing propriety vendor managed software system to monitor customers daily usage and schedule deliveries to maintain minimum inventory levels while optimizing freight and other logistics costs.  Under supervision from manager, receives a high level of instruction, guidance and direction.

Additionally, the Customer Master Data Governance submission process is also managed by this role to ensure accurate and timely entry of Customer Master Data as part of Novus’s Order-to-Cash process.

Responsible for Premium Services management, ensuring customer and sales manager accounts are managed correctly. 

. Manage the Customer Master Data Governance submission process to ensure accurate and timely entry of Customer Master Data as part of Novus’s Order-to-Cash process.

. Utilize Novus’s propriety vendor managed software system as a proactive tool to create value for Novus, monitor customer inventory and schedule deliveries with a goal of: (1) achieving a 100% service level, keeping sufficient inventory in customer tanks as defined by Novus’ key performance indicators.

. Analyze daily exception reports and take appropriate and accurate follow-up action to ensure proper management of customer inventory.  Record all contacts with customers and follow up on action items.

. Complete Delivery Weight Assurance (DWA) for bulk customer orders within 24 hours of delivery of orders with final delivery amounts within the accepted tolerance. 

. Complete DWA’s for orders with final delivery amounts outside the accepted tolerance within 72 hours, including the weight discrepancy weight investigation.

Perform accurate and timely entry of specialty product orders into Novus’s integrated business software, SAP, on the day or order receipt, tracking from receipt through delivery, maintenance and final invoicing, achieving an order entry accuracy rate of 95%. 

Ensure order confirmations are promptly sent to customers with correct pricing, materials, quantities, delivery/pickup dates, billing and shipping information.

Utilize order to cash system reports and proprietary logistics tracking websites daily to ensure customer specialty product orders are delivered to the customer within regional key performance indicators.

Support the NORAM Master Data Coordinator by ensuring prompt and accurate data governance requests as they pertain to Novus customers.

Support the sales force with a same day response to requests to customer information, order status, product concerns or availability, product shipping documentation as needed.

Compliance to the Novus Integrity System (NIS), Novus Management System (NMS), and all policies related to position assignment.

Bachelor’s degree preferred but not required, and or 2+ years of customer service experience and supply chain knowledge is a plus.

. Knowledge of domestic and international order fulfillment process (Order-To-Cash) and document handling.

. Experience with computerized order processing and business systems (SAP strongly preferred).

. Experience with Microsoft Office (Outlook, Excel, Word etc.)

. Experience with basic accounting principles.

. Developed problem analysis and decision making skills.

. Strong interpersonal and communication skills; verbal and written.

. Attention to detail and an error free attitude on all work output.