Customer Service Representative

Purpose of Job

Process customer orders and make delivery commitments consistent with business rules, product availability and logistics capabilities. Make prompt and accurate order entries, post goods issues, pricing and adjustment transactions. Identifies and resolves problems with orders and paperwork, initiating and resolving CNRs and Non-Conformances when necessary. Process a mix of orders (export, import, domestic, consignment, credits, debits, returns and exchange).

Key Accountabilities

• Manage domestic and international orders from order to cash while ensuring accurate and timely processing of orders in SAP, accurate posting of shipments when applicable as well as invoice accuracy. • Establish and maintain contact with customers. Respond to incoming customer inquiries on order specifics and assist with general information (list price quotes, new products, product availability, etc.). • Utilize proactive and/or reactive approach to prevent, correct and inform customers on events that could result in non-conformances. • Maintain current information on Customer Master Data in SAP and accurate/complete customer files for historical documentation. • Maintain a daily desk routine including the monitoring of reports to ensure orders are clean and have deliveries, shipments are on time and invoices are generated. • Provide data to other functional areas as needed (order information, inventory levels, customer historical data, transit times, freight costs, etc.). • Support month-end closing process. • Work with credit, sales and customers on the collection of delinquent invoices. • Provide after-hours & weekend coverage. Provide backup coverage for other CS desks. • Comply with the Quality Management System requirements.

Formal Education/Working Experience

• High School/School Diploma or similar with 5+ years customer service experience OR
• University Bachelors Degree in Business with 2+ years customer service experience

Required Personal/Professional Skills

• Professional communication, attention to detail, critical reasoning, ability to multi-task , organizational skills and “team” mindset
• Build relationships with customers and promote good customer relations
• Ability to collaborate professionally with a variety of disciplines (i.e. Manufacturing, R&D, P&O, Logistics, Accounting, etc.)
• Good software skills (Word, Excel, Outlook, etc.)