Customer Service Representative

Job Overview

Job Specifications

• Answer phone calls and reply to email inquiries from customers and field sales offices.
• Process orders into SAP. Communicate with customers as required for additional information or clarification. Work with production on scheduling per customer required ship dates.
• Support sales reps and regional managers in updating orders as processed for same day shipment.
• Be available through call center phone system to take calls from sales reps and customers throughout the day.
• Work closely with sales rep anytime there is a shortage or mis-shipment to get correct product shipped out and incorrect product returned for credit.
• Responsible for processing, resolution and expediting of orders.
• Answer inbound phone calls to offer quote, lead time, status of order, etc.
• Process order via SAP, determine stock location and process for delivery.
• Handle general product price and stock inquiries from customers and sales rep.
• Communicate with manufacturing and brand management to identify and solve customer requests and problems.
• Communicate special order processing requirements such as special shipping instructions, rush orders, etc.

• Prior experience working in a manufacturing customer service role or call center role.
• Strong interpersonal and communication and telephone skills.
• Sound verbal and writing skills.
• Self-motivated, results-driven and able to thrive in a fast-paced work environment.
• Efficient user of Microsoft Word, Excel, and Outlook.
• Understanding the order cycle/scheduling/shipping/invoicing processes in SAP.
• Experience using Salesforce is a plus.
• High School Diploma or equivalent required.