The Customer Service Representative processes purchase orders received via fax and e-mail by accurately entering sales orders into computer system. Assist customers and sales representatives via phone or e-mail with order status inquiries, product selection, replacement parts, and basic trouble shooting by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
§ Receive and route written purchase orders via fax, e-mail, EDI, or mail.
§ Provide written confirmation of order receipt upon request.
§ Enter, review and edit orders timely, completely and accurately.
§ Enter, monitor and follow-up on unclear order information, special product requests and products requiring item loading (511, 711, and 911’s) revising order as details are clarified and completed.
§ Obtain credit card purchase information and coordinate the processing with CSR contacts.
§ Provide written Order Acknowledgment.
§ Receive and process written order change requests coordinating details with manufacturing and shipping and send out revised Order Acknowledgment.
§ Provide professional, timely and accurate phone and e-mail response to customer, agency and internal departmental requests.
§ Resolve order discrepancies through communication with sales agency and/or customer.
§ Process requests for expedites, monitor response and communicate results to sales agency and/or customer.
§ Monitor assigned shipping dates to comply with published lead times.
§ Provide shipping information and proof of delivery upon request.
§ Assist in delivery process - communicate with carrier, sales agency, and customer to resolve problems as required.
§ Communicate with and assist Drop-Ship Coordinator on all drop-shipments and buyout orders.
§ Coordinate order cancellations with manufacturing to determine status of order production, apply required restocking fees, and process cancellation as required.
§ Coordinate export shipping procedures: brokerage issues, invoices, and special freight handling.
§ Monitor and coordinate multi-plant orders.
§ Document all order related transactions in the system according to procedures.
§ Provide pricing and product availability information.
§ Coordinate requests for new customer accounts with designated C.S. contacts and with credit department.
§ Relay sales agency issues for resolution: commissions, specification registration, territory splits, and concessions.
§ Investigate customer account debits and assists accounting with collections.
§ Process sales agency sample orders.
POST SALES (POST SHIPMENT)
§ Coordinate Return Goods Authorization (RGA) with Field Service.
§ Enter replacement and missing part orders, or relays them to Field Service.
§ Enter miscellaneous charges such as freight, lost parts, credit/rebill, incorrect pricing, order entry or customer error, etc.
§ Electronic and paper file management.
§ Attend product training as available.
§ Documents and reports continuous process improvement ideas.
§ Other duties as assigned.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED) or equivalent combination of education and experience.