Customer Service Representative 2
Worthington Enterprises
Columbus, OH
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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Communication Skills, Credit Processing, Customer Relations, Customer Service Management, Customer Support/Service, Data Quality, Detail Oriented, ERP (Enterprise Resource Planning), Electronic Data Interchange (EDI), High School Diploma, Identify Issues, Java IDE (Integrated Development Environments), Mentoring, Metrics, Microsoft Office, Order Management, Order Processing, Order to Cash, Pricing, Problem Solving Skills, Process Improvement, Salesforce.com, Supply Chain Operations, Team Player, Trend Analysis, ZenDesk
LOCATION
Columbus, OH
POSTED
30+ days ago
The Customer Service Representative 2 (CSR 2) provides direct support to assigned customers and internal stakeholders, ensuring accurate order management and proactive issue resolution. This role requires advanced product, system, and customer knowledge, with a focus on building strong relationships and driving efficiency. The CSR 2 demonstrates initiative, accountability, and problem-solving ability, representing the Customer Service team as a trusted resource.
Responsibilities
- Manage daily order entry, pricing accuracy, order tracking, and shipment coordination in JDE
- Review and resolve EDI and CommerceHub order exceptions; ensure data integrity across systems
- Serve as primary contact for assigned accounts; provide order status updates and proactive communication
- Lead collaboration with Supply Chain, Operations, and Credit to resolve shipment, invoice, and deduction issues
- Process RMAs, credits, and fines; identify recurring issues and recommend solution
- Participate in performance board reviews, mentor new CSR 1 team members, and support process improvement projects
Desired Experience
- Strong understanding of ERP systems (JDE) and related interfaces (EDI, CommerceHub, Zendesk, Salesforce, customer portals).
- Demonstrates accountability and ownership of assigned accounts.
- Skilled communicator who can influence and resolve issues across functions.
- High attention to detail and ability to manage competing priorities.
- Intermediate proficiency in Microsoft Office; ability to analyze order trends and metrics.
- Exemplifies Worthington's values of integrity, teamwork, and customer focus.
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Minimum 2-4 years of customer service or order management experience.
- Strong understanding of order-to-cash processes.
About the Company
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