Customer Service Specialist

Job description

Sales Support Representatives are the primary contact for retail customers and sales team. They are proficient in processing and managing the sales order process, resolving order related inquiries and issues to ensure customer satisfaction.

This position is focused on supporting the sales effort, which includes, retail customers and account executives in the following activities:

• Effectively communicate and conduct appropriate follow up with assigned accounts on the status of orders, product availability, updates on pricing, SKU’s, etc.
• Provide an efficient and immediate response by phone, fax and/or email to assigned accounts
• Enter, process, verify and track order from assigned accounts using the SAP system
• Review item availability in SAP
• Resolve order relates issues, e.g. back orders, status of shipments, stock availability, return authorization, pricing and promotion inquiries for sales staff and retailers.
• Utilize company resources for product knowledge and proactive approach to constant refreshing of latest product offerings.
• Develop and maintain relationships with customers and sales force to ensure that all service requirements are met
• Process Return Material Authorization forms
• Process credits/debits and obtain proper signatures to resolve charge backs
• Trace shipments and acquire written proof of delivery with carrier upon requests by customer, sales and/or credit.
• File freight claims with carriers upon proof or shortage and forward copies to accounting for proper follow up of payment
• Develop and maintain a close working relationship with the Brands (sales & marketing coordinators, marketing managers, etc.) to keep abreast of all brand related activities (inventory availability, new product, marketing promotions and tags, etc.).
• Other duties as assigned by management