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B2B Customer Care Representative II
As a Customer Care Representative II, you will provide a high level of customer service to our Business-to-Business (B2B) Customers. You will process and manage routine customer inquiries and orders via email and phone following established protocols. You will maintain business relationships with internal functions and an assigned pool of Customers. You will escalate customer issues appropriately within the organization and maintain responsibility for follow-through to ensure satisfactory resolution. A highly motivated, team player who strives to consistently provide a superior customer experience is required in this position.
What you will do:
Enter and manage orders in our ERP system
Support Sales, Marketing, Product Supply and Logistics on order-management issues
Handle order-entry. EDI transactions and order-management for assigned pool of accounts
Navigate computerized systems for tracking, information gathering, and/or troubleshooting
Respond in a timely and professional manner to Customer inquires
Create a positive experience for the Customer by consistently providing superior service and exceeding expectations
Assist with order fulfillment activities between Logistics, Order Management and Distribution Centers (DCs)
Build relationships and depth of understanding of Customer expectations and ensuring timely execution of order fulfillment functions
Assist in dispatch of shipments to Customers in a cost efficient and timely manner. This process requires effective decision making, problem solving and teamwork with Supply Planning, DC's and Transportation partners
Has ability to prioritize multiple tasks in a fast-paced environment with focused attention to detail
Follows all Company policies and procedures
What you must have:
1-5 years of experience in Customer Service, preferably in a contact center and/or order fulfillment and order management operation
1-5 years of progressive experience in product supply (preferably for a manufacturer of consumer products)
Requires ability to navigate computerized systems for tracking, information gathering, and/or troubleshooting.
Requires proficient knowledge of the organization, products, and services.
Experience working with Order Management/ERP systems, EDI (electronic data interchange), on-line vendor portals, databases, software systems and Microsoft Office Suites, particularly Microsoft Excel
Advanced computer and keyboarding experience necessary. Includes keyboarding for 4 to 6 hours per day
Experience working with Retail Buyers, Distributors and/or Brokers preferred
Excellent verbal and written communication skills
Company is an Equal Opportunity Employer. Offers of employment are contingent upon satisfactory completion of a reference check, background check, drug/alcohol test, and documented proof of work authorization. In addition, some roles require a pre-employment medical examination to determine your ability to perform the essential duties of the job.
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