Customer Service Rep

Position Summary

Customer Service Representative is responsible for supporting the customer and Account Manager on a day-to-day basis.

Functions such as order entry, problem solving, and daily customer interactions.

The CSR works closely with Account Manager, Shipping teams, Supply Chain, Credit, and Claims business partners.

Key Position Results



* Exceed customer expectations


* Accurate order entry


* Build positive relationships with customers and cross functional partners


* Promotes teamwork by assisting other CSRs


* Become the "go- to" for the Account Manager

Key Duties & Responsibilities



* Accurate Order Entry within SLA


* Review EDI order exceptions and update as needed


* Aware of open and late orders, collaborate with business partners to resolve any obstacles


* Customer communication (phones, email)


* Update customer Portals with changes


* Process RMAs and credits


* Dispute customer and shipper fines/deductions


* Problem solving, shipment exceptions, invoice inquires, wrong product, and determining the most efficient and economical resolution for the company and customer


* Provide shipping quotes


* Attend meetings as relevant to your customer (ex.

Fines mitigation, updates from plant, etc.)


* Able to identify urgent issues, solve problems quickly and effectively


* Keep leadership informed of important developments and drive urgency when needed


* May include travel for tradeshows

Critical Skills, Knowledge and Abilities



* Excellent written and verbal communication skills, build rapport, and express empathy


* Excellent organization skills


* Ability to prioritize


* Ability to interpret data and customer input that is submitted in a variety of formats

Education / Training Required



* 2 years customer service experience


* A quick learner and can adapt to change


* Detail oriented, with excellent communication skills, both written and verbal


* Zendesk experience a plus


* JDE experience a plus