Overview
The Customer Service Representative will be responsible for responding to customer needs in an excited, courteous, and knowledgeable manner, by phone and e-mail. He/she will manage a $6M+ portfolio of wholesale accounts, supporting the customer’s order fulfillment needs and contributing to meeting sales goals. The CSR’s will work as a team to ensure all customer inquiries are resolved ... within established SLA’s, helping all customers regardless of account assignment. Exceptional communication follow through skills, problem solving, and decision making will be critical to being successful at this position. He/she will work to make every customer interaction comfortable and memorable, maintaining a positive and professional attitude with both customers and internal team members.
What You'll Do
• Primary focus of this position is to provide a high level of customer satisfaction by focusing on timely resolution of issues and cultivating close working relationships with sales and customers.
• Accept, process, and track customer orders through EDI and non-EDI systems. Process sales and PO changes as required.
• He or she will work with planning, sales and management to make decisions in the best interest of the company and the customer.
• Monitor order book and maintain established metrics for order fulfillment activities.
• Work with customer compliance to assure all value add requirements are met.
• Monitor customers’ order book and maintain established metrics for order fulfillment activities. Related actions include, but are not limited to:
• Daily, morning review of the Sales Order Exceptions Report (SOE) and any subsequent actions to ensure the timely flow of orders through to delivery.
• When applicable, create a customer-specific PO tracker to complement your visibility of order integrity through the entire chain.
• Partner with demand planning to resolve supply delays as they arise.
• Create return authorizations, resolve shipping-errors, and process discounts for the customers in the designated client group.
• Maintain accurate customer master data records including requesting customer-specific pricing and new customer address book records as required.
• Help with on-boarding for new team members.
• Continuing education and training to increase knowledge and take on more advanced responsibilities.
• May be required to perform additional duties, special projects and responsibilities as assigned by management
What You'll Bring to the Table
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Extensive customer service experience, preferably in a wholesale / business to business environment
• Bilingual skills - English/French - required
• Demonstrate excellent written and verbal communication
• Ability to perform research, demonstrate sound judgment, and resolve problems
• Capability to work independently, and promote a positive team environment
• Organizational and time management skills
• Working knowledge of
• SAP, Oracle or similar enterprise ERP system
• Salesforce Service Cloud or similar CRM / case management system
• Excel - xlookups and pivot tables specifically
• Outlook
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: Customer Service Representative
Salary or Pay Range:
Workplace Persona: Resident
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
Job Category: Corporate
