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Customer Service Representative at

Customer Service Representative

Hartford, CT Full-Time
$32,949 - $56,500/Year
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The primary objective of this role is to own and manage all Customer Relations for KEY customers, for anything Order to Cash related. This includes order entry, order management, invoice issuance, audit trail maintenance, submission of invoices, assisting AR team through month-end close.

The second objective is to own and manage all Customer Complaints, including billing errors, shipping errors, order errors, quality issues, etc. while consulting with and informing the proper individuals throughout the resolution process.

Essential Job Functions:

Able to work effectively with others, across functions, including Sales, Customer Service, Credit, Logistics, Supply Chain, Quality, and the customer base

Work with Customer Master and Credit team for new customer setup requests and onboarding of new customer accounts, as well as wellsite location changes for shipping accuracy and tax rate determination

Willing to be “on call” during evenings and weekends (non-traditional working hours) to address system and customer needs

Provide timely feedback to the business unit regarding customer concerns, complaints, and/or issues

Available for some travel (<10%), as needed to support customer or sales meetings

Entering and processing customer orders/changes in accordance with company policies and procedures

Providing timely and accurate information to customers as it relates to order status and product knowledge requests

Utilize Excel skills and relationship building with third party vendors to accurately reconcile accounts before invoicing

Perform quality-control function on logistics data to ensure accuracy and data integrity

Required Education, Experience, and Skills: 

High School Diploma

3- 5 years of service environment experience in customer facing role (customer service, sales, operations, logistics, process improvement and/or marketing)

3+ years of ERP system utilization

Minimum 3 years of experience partnering with sales team (internal or external)

Previous knowledge and experience in customer service, sales, logistics, project management or process improvement roles

Supply chain knowledge, management, coordination of product and service related fields

JD Edwards experience preferred

Excel skills required (vlookup, pivot tables)

MS Office proficiency

Recommended Skills

  • Accounting
  • Accounts Receivable
  • Billing
  • Business Process Improvement
  • Coordinating
  • Customer Demand Planning
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