Customer Service Representative

Job Title: Customer Service Representative

Job Location: Cary, NC 27511

Job Duration: 6 months+ (Possible Extension)

Shift hours: 1st Shift Mon - Fri

Job description:

• Responsible for Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream.
• Working in a customer service team of six people, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other departments.

Responsibilities:

65% - 70% Order Management:

• Order management will include a group of customers within one or multiple markets, segmented by market or geographic region, responsible for all activities for this group of customers.
• Learn & understand the products and customers/markets and Product the ability to offer proactive solutions to the customer.
• Responsible for approximately 2,000 orders plus per year, receiving and acknowledging all orders within 24-hours of receipt.
• Consistently execute all quote to cash responsibilities including order entry, customer master settings, and automated AEN output for acknowledgments, ship notices, and invoices.
• Easily maintains most customer master information, and correct linkage of customers. Monitors orders for on-time delivery or renegotiate delivery dates, within service guidelines or with guidance.
• Understand and request approval for alternative forms of transportation, including cost differential and considering service rules.
• Review inventory and manage order confirmation and backorder processing.
• Possibly learning and/or executing more complex sales order processes. Uses most tools and reports to understand order process status and identify areas of concern in the quote to cash process.
• Notifies manager and requests assistance when needed for order fulfillment.

10%- 20% Resolving Issues:

• Resolve crisis situations during and after hours of operation while not jeopardizing the customer relationships.
• Ability to enter and close complaints in each BU's specific complaint system within BU established service level.
• Record complaints and correctly assign to investigating party; understands implications of issues and effectively manages complaint process.
• Investigate and resolve residuals on a timely basis, weekly, creates credit and adjustments within authorized limits or requests approval when appropriate.
• Frequently recommends, initiates, identifies gaps, and suggests improvements.

5%- Training:

• Actively participate in all required training and in the appropriate time frame, as appropriate for learning new processes, reports, process changes, and apply learnings in this role.
• Training may include a variety of product, process or required courses. Maintain personal ISO training records.

10% - Additional Activities:

• Review existing and identify the need for new ISO procedures; make recommendations for revisions.
• Perform additional business-specific related activities directed by Manager or Supervisor to support sales and distribution processes.
• May include: inside sales, import, export, collections, forecasting, Supply Chain, various report requests (SAP BW, WBBR, etc.).
• Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to customer service team members.

Requirements: 

• Bachelor’s Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.
• One to three years of experience with Bachelor's degree, or four or more years of relevant customer service experience without Bachelor's degree
• Customer Order processing in an enterprise system, SAP is strongly preferred.
• Call Center - Order Entry
• SAP knowledge
• Excel
• Organized Able to manage multiple mailboxes
• Order entry of 400-500/quarter
• Can work well in a team environment
• Strong problem solving and communication skills.
• High pressure Constant change