Customer Service Representative

Position Summary

The Customer Service Specialist will facilitate the order intake process, handle customer issues and inquiries, and organized enough to do so under accelerated time-tables when necessary. This position is part of a small but efficient team that is vital to the successful relationships between the company and its customers.

• Analyze sales orders to determine and approve which orders should be released to the shipping department.
• Coordinate with the Shipping Department to control freight costs and determine the optimal loads to send out for order delivery.
• Audit and authorize orders ensuring compliance with requirements and accuracy of order information in the QAD operating system.
• Advise cross functional teams (Supply Chain, Sales, Distribution) of client demands and needs and plan product roll out during new product deployment.
• Coordinate with the Quality team and complete adjustments and credits for any damaged goods, mislabeled products, and/or returns from customers.
• Analyze system reports and data to determine the best course of action for the customer.
• Provide order confirmation data and continuous shipping updates on pending deliveries to the appropriate customer contact through well-organized communication methods.
• Assist the Sales staff through effective communication of customer related inquiries, issues, and concerns daily.
• Provide insights to management on daily dialogue and information obtained through customer contact.
• Communicate with customers regarding orders, credits, reports, and various customer needs.
• Hastily escalate unresolvable issues to internal management and respond to Customer needs in a timely manner.
• Coordinate with compliance specialist, request & review USMCA forms/international documents as needed for freight clearance for international customers.
• Inputting data into spreadsheets or databases as required.

• Bachelor’s degree in finance, Business Administration or equivalent experience required
• 2+ years’ experience in customer analytics, inventory management, customer service, or technical experience using EDI feeds required.

• Advanced/Intermediate skill level with Microsoft Office Suite;
  Word, Excel, and Power Point
• Hands-on approach to problem solving and analysis.
• Excellent organizational and analytical Skills
• Ability to analyze system reports and data to determine the best course of action