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Join our talented team. Employees at Company are passionate and committed to delivering quality products to our customers. Our culture centers on an engaged and accountable workforce. Our goal is to attract and retain a diverse workforce: rich in talent, background, ideas and experience.
Responsibilities and Qualifications
The Customer Service Representative is responsible for all aspects of order processing from initial receipt of customer purchase order until the customer is satisfied with the delivery of their order. The CSR is a primary customer contact and is responsible for assuring the customer receives excellent service in addition to acting with Management as the internal interface for all customer post sales activity. This position is in an extremely, detail-focused area and requires a flexible individual capable of managing multiple tasks and timelines, often simultaneously. In addition, the CSR will be required to understand export compliance and regulations across multiple products, brands, regions, and time-zones.
Respond to customer inquiries related to order placement, product availability, transit times, and export requirements.
Enter and manage all orders for Subsidiary offices, Distributors, and Dealers.
Work with the credit department as needed to get orders released in a timely manner.
Maintain a clean open order report by promptly communicating to customers any shipment delays.
Generate export shipping documentation and work with DC on the export of orders. Ensure proper documentation and licenses are in order for each shipment.
Work closely and communicate with the Sales team as needed.
Coordinate with multiple internal departments; Compliance, Purchasing, Forecasting, Product Managers, Marketing, and Transportation to coordinate the shipping of orders and samples to customers.
Assist in resolution of invoice/credit issues with the Finance Team.
Investigate order/shipping errors and work with the DC to determine root cause and prevention.
Cross-train with other CSR’s to serve as back up for designated staff members.
Handle RTVs and customer returns as needed.
Handle sample shipments as needed.
Maintain a system of record for Distributor database.
Develop and maintain positive customer relations with both external and internal customers and staff.
Attend webinars, training sessions, and industry seminars to stay current on Export/ Logistics topics as it relates to shipping to foreign destinations.
Assist Customer Service/ Consumer Services Supervisor with special projects as needed.
Perform other customer service related duties as directed.
Demonstrates initiative and problem solving skills.
Attend internal meetings as requested.
Travel as required.
Education and Training:
Associate degree in Business, Communications or related field desirable.
Minimum two years in customer service or account management preferred.
Basic understanding of International logistics, INCO terms, and exportation.
Computer literate, proficient in use of Microsoft Office products.
AS400 experience desirable.
High school degree or equivalent required.
Skills and Abilities:
Excellent customer-relations skills.
Excellent verbal, written and interpersonal communication skills. Solid comprehension, listening and negotiating skills.
Ability to organize and prioritize numerous tasks in order to meet deadlines.
Excellent intuitive, analytical and problem-solving skills and follow up skills.
Strong teamwork skills with the ability to establish and maintain positive and effective working relationships.
Able to multi-task. Strong time management skills essential.
Ability to execute tasks with a high degree of accuracy and attention to detail.
We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, and the ability to add value to an exciting mission!