Customer Service Representative

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Job description

Want to join a team where you can demonstrate your leadership and help drive new growth?

PURPOSE OF THE JOB:

The Customer Service Representative is responsible for completing customer sales order transactions, supporting customer inquiries, maintaining accurate files, and cultivating a relationship with customers fostering proactive. Bilingual language skills preferred but not required.

TASKS & RESPONSIBILITIES:

• Order entry activities: item selection, inventory, scheduling of new production as needed, identification/selection of cost-effective freight rates, and arrangement of freight logistics. 45%
• Responds to requests for changes from the customer and works with affected personnel to adjust the order. 10%
• Verifies and approves domestic freight services and ensures that all logistics documentation is complete. 5%
• Understanding of export and import requirements for international customers, prepares export documents. 5%
• Cross-trains with ADF/IDF/IsoNova Customer Service staff and rotates assignments to provide coverage as needed. 5%
• Schedules all segments of international transportation including a freight forwarder when needed. 2%
• Retains internal files: certificates of analysis and other supporting documentation. Maintains and modifies documentation procedures as per customer-specific requirements; recommends and implements process improvements as needed. 2%
• Maintains accurate profiles/picklist entries as directed by QA. 2%
• Monitors open orders on a daily basis to ensure completion. Notifies CS Manager and affected personnel of any production or logistics issues that might interfere with on-time fulfillment of an order. Works with key personnel to jointly determine if / how to make changes to the order, determine the need for corrective action in the process and execute any assigned corrective actions. 4%
• Investigates invoice errors and makes corrections as needed. For each error, assess whether corrective or preventative action would be effective and recommend changes to the Customer Service Manager. 3%
• Assembles credit history, bank references and other supporting documentation for new customers and requests credit limit approval from the Credit Manager. 3%
• Develops rapport with assigned house account representatives. Develops a basic understanding of the customer's business, product characteristics and applications. 5%
• Records incoming complaints in a database, alerts appropriate staff and tracks activities to ensure resolution of the reported issue. 4%
• Performs all other duties as assigned: including, but not limited to active participation in team meetings, ad hoc special projects, report/analysis. 5%

TECHNICAL KNOWLEDGE, SKILLS AND ABILITIES:

• Has the ability to quickly become proficient in use of a database interface system.
• Experience in international business interactions and regulated international commerce not required but would be a plus.
• Exposure to products or services with technical functions preferred.
• Has demonstrated the ability to understand and follow processes that require accurate attention to detail.
• Is proficient in Microsoft® Office applications and has basic internet search skills.
• Bilingual language skills - professional proficiency (writing and speaking) not required, but a plus
• Has the ability to maintain and respect confidential information.
• Demonstrates a professional demeanor, especially over the phone.
• Has the ability to create and develop rapport with colleagues and customers.

• Prefer 3 to 5 years of successful experience in a customer service function or other function that requires customer interface and execution of highly detailed tasks. Experience in a Business to Business model preferred.
• 4-year degree or equivalent post-secondary education program preferred but not required, business related field considered a plus.

Taking care of business starts with taking care of our associates!

EEO Employer: M/F/Vets/Disabled