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Customer Service Representative at Prokatchers LLC

Customer Service Representative

Prokatchers LLC Racine, WI Contractor
$20.00 - $22.00/Hour
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Job Title: Customer Service Rep

Duration: 12+ months contract

Location: 1525 Howe Street, Racine WI 53403

Position requires limited travel to the BPO office or customer account locations within North America (may include overnight)

Full-time 1st Shift

Position Description:

  • Responsible for processing customer orders in SAP based on an assigned portfolio of North American retail customers.
  • Proactively communicate and manage escalations to improve order management activity.
  • Executes services in a manner aligned with SCJ’s strategy and customer expectations

Essential Duties and Responsibilities:

  • Statements of what position is responsible for performing, typically listed in order of importance
  • Accountable for all aspects of order management in SAP for an assigned portfolio of North American retail customers including order management, delivery and shipments
  • Accurate processing of customer orders based on SCJ processes and strategy
  • Identify, deliver and lead ongoing effectiveness improvements to order management activity using Lean tools and methodologies
  • Work closely with other members of the Collaboration and Process Excellence Teams to provide outstanding service to all customers.
  • Leverage communication skills in relation to order management to maximize Key Performance Indicator (KPI) ratings and meet departmental and/or customer service level requirements
  • Required to work closely with SCJ collaboration partners to ensure service excellence for their portfolio.
  • Work closely with Collaborator to ensure the effective management of new product listings, delists, and transitions into customer orders.
  • Manage updates of customer master data including but not limited to Customer Material Information Records (CMIR) in SAP
  • Subject matter expert and operational support of data pack for the CF team
  • Conduct training and onboarding for CF team
  • Utilize established resources and adhere to Standard Operating Procedure (SOP)
  • Build and maintain relationships with collaboration partners to drive customer initiatives and gold standard customer service to SCJ retail accounts
  • Work within a team and as an individual contributor in a fast-paced, changing environment

Required Skills / Experience / Competencies:

  • Bachelor’s Degree
  • SAP (minimum 1 year experience)
  • Proficient in all Microsoft Office Applications


Preferred Skills / Experience / Competencies:

  • Bachelor’s Degree in Supply Chain or Related Field
  • Previous experience in Customer Service or related field
  • Ability to work independently to prioritize tasks under the pressure of competing demands
  • Knowledge of Lean methodology & tools and focused on continuous improvement
  • Strategic mindset
  • Flexibility/adaptability/respecting deadlines
  • Strong communication written and verbal (all levels of organization)
  • Attention to detail

Recommended Skills

  • Customer Service
  • Manage Escalations
  • Order Management
  • Sap
  • Standard Operating Procedure (Sop)
  • Supply Chain
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