Customer Service Representative

Summary/Objective:

At Callisons, we are passionate in our effort to create a best in class customer experience. The customer service role entails ensuring a positive customer experience by coordinating order fulfilment activities and resolving issues promptly. Serving as the primary point of contact for customers, you will respond to inquiries, provide information, and address concerns while fostering profitable relationships. The position works closely with all levels of Sales, Procurement, Logistics, Production and Finance teams.

Essential Functions:

• As part of the Customer Service Team, you will ensure all orders are entered accurately and timely.
• Collaborate with internal departments, external vendors, and transportation companies to coordinate service-related activities.
• Champion all issues with orders to ensure prompt resolution and sales order confirmation.
• Follow up on orders not shipped or picked up by customers.
• Provide pricing information as requested.
• Respond promptly to customer inquiries regarding technical specifications, samples, pricing, and regulatory documents.
• Handle and resolve customer complaints and escalating issues with appropriate cross functional teams as needed.
• Collaborate with Sales and customers on overdrawn, underutilized, and inactive contracts and inventories.
• Resolve invoicing and delivery discrepancies with customers, enter and coordinate returns.
• Identify opportunities for process improvement and suggest enhancements to the order to cash process.
• Maintain accurate customer information in the ERP system.
• Coordinate shipments from third party warehouses and drop shipments from affiliate locations as required.
• Ensure compliance with health, safety, and regulatory requirements.
• Provide sales support to the Commercial Sales Team.
• Proactively look for ways to improve processes and gain efficiencies.

Required education, skills and experience

• Bachelor’s degree preferred or a combination of education and customer service experience.
• Experience effectively handling difficult or sensitive situations with tact and professionalism.
• Flexible and willing to take on a variety of tasks while seeking expand knowledge through training.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal abilities.

Preferred Education and experience

• Minimum of 2 years’ experience in customer service with a manufacturing, B2B, or supply chain environment.
• Supply chain experience.
• Knowledge of transportation and logistics regulations.
• Proficiency in MS Office and ERP systems.
• Working knowledge of MRP.

Supervisory responsibilities

• N/A

Other duties

• Special projects
• Additional tasks as needed

Travel requirements

• Occasional travel between facilities
• Out of state

Additional eligibility requirements

☐ U.S. Passport
☒ Valid Driver’s License

Work authorization/security clearance requirements

• Background Check