Customer Service Representative

The Customer Service Representative will be responsible for responding to customer needs in an excited, courteous, and knowledgeable manner, by phone and e-mail. They 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. They will work to make every customer interaction comfortable and memorable, maintaining a positive and professional attitude with both customers and internal team members.

This position is fully remote.

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.
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.
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.

What You’ll Bring to the Table:

Extensive customer service experience, preferably in a wholesale / business to business environment
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

Required:

The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.

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: $40,400-$50,400

Workplace Persona: Explorer

Non-local / Remote candidates can be considered for this position.

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