Customer Service Representative

To be considered for this job you must have 1-3 years of experience woking in a client support position in a business to business environment.  Retail CSR experience does not qualify for this role. POSITION SUMMARY: 1.    The CSR is the primary contact for Wonka customers requesting help or information concerning their orders.  Establishing and maintaining a good working relationship with the customer is vital.  The incumbent must be able to establish and maintain strong relationships with key customer contacts.  2.    This position is responsible for receiving, changing, and entering customer orders. 3.    This position has the responsibility and authority to provide information to the customer as to pricing, discounts and shipping dates as specified within normal marketing parameters.  The incumbent must be able to inform customer of order status, scheduled ship dates/late deliveries. 4.    This position deals with a variety of people and personalities ranging from in-house to disgruntled customers.  A calm, courteous, knowledgeable, yet authoritative, demeanor is essential to promoting good relationships. KEY DUTIES & RESPONSIBILITIES: 1.    Responsible for building strong personal relationships with key contacts within our customer base. 2.    Responsible for providing rapid, accurate responses to inquiries.  It is the incumbent’s responsibility to close out 100% of all customer requests each day and provide first call resolution. 3.    Responsible for ensuring all orders are accurately entered into the system.  All orders received before 4 PM should be entered the same day they are received. 4.    Responsible for anticipating and providing feedback on abnormal ordering patterns to our operations team. 5.    Responsible for working with team members to exceed call wait time and first call pick targets. 6.    Responsible for tracing lost shipments, providing proof of delivery, recording order-related activity and providing NORGREN planning personnel with pertinent information as it relates to customer orders. MINIMUM QUALIFICATIONS: 1.    Associates degree is desirable. 2.    One to three years of business to business customer facing experience is preferred. 3.    Excellent verbal and written communication skills in English. 4.    Experience with MRP systems (MK and/or JDE preferred). 5.    Computer software competency: Outlook, Excel and Word. 6.    Strong self-organizational skills. 7.    Excellent attendance record. 8.    Ability to work within a team environment with minimal supervision 9.    Knowledge of, and a desire to learn, more about NORGREN products, processes and policies 10.    An unwavering desire to improve customer satisfaction by exceeding the above targets and also through the adoption of new concepts and programs