Customer Service Representative

Position Summary

This position is an integral part of the sales team and responsible for all activities regarding customer purchase orders, order confirmation, and shipping communication to ensure we meet or exceed customer expectations. Effective written and verbal communication to prioritize building and maintaining business relationships with customers while maintaining open order reports in real time to ensure reliable communication with key stakeholders to achieve business objectives. Requires person to work effectively with multiple sales personnel and relies on experience and judgment to accomplish identified company goals.

Responsibilities

• This position is the first point of contact with continued contact throughout the lead time and production cycle, answering queries and providing the timely service our customers need
• Provide exceptional customer service to clients and customers via phone, email, and in-person communication
• Coordinate and work closely with sales team to manage customer orders, pricing, provide product availability & information and recommendations where appropriate or requested
• Resolve customer complaints and issues in a timely and professional manner
• Create and maintain customer accounts in our system
• Process customer orders and provide accurate order tracking information
• Coordinate with shipping department to ensure timely delivery of customer orders
• Meet or exceed customer service expectations, including response time, accuracy, and order fulfillment
• Ensure compliance with company policies and procedures
• Prepare purchase orders and sales orders, relay pertinent order information to customers, sales and logistics
• Take responsibility to provide excellent customer service, including following up on all purchase orders, tracking sales orders & sample tracking
• Take ownership to ensure outstanding customer experience/satisfaction and provide professional customer support by prompt handling of customer questions and concerns
• Provide verification for pricing, inventory, terms and conditions, and special requirement as applicable
• Prepare C of A’s as necessary
• Prepare Letters of Credit, Shipping exception forms, credit memos, and other forms as necessary
• Be able to run a variety of reports out of Sage ERP system (training provided)
• Learn new software applications as job functions require
• Assist Product Business Manager as needed and providing back-up support
• Receives and checks purchase orders for pricing and detail accuracy, enters the orders into the system, and confirms back to the customer that the order has been received and gives an approximate ship date
• Targets 24-hour timeline from time of order receipt to time of order confirmation
• Maintains an accurate open order report and coordinates with production and quality as product is manufactured and released for shipment
• Works closely with warehouse to identify and prepare shipments once product is released and creates commercial invoices and other documentation when required for shipments being exported to domestic and international destinations
• Creates pro forma invoices for customers requiring pre-payment and ensures receipt of payment prior to shipment
• Works with accounting department and assists in light accounting procedures that pertain to their customers
• Sends aging reports and assists in fund collection as needed/required.
• Other duties as assigned

Required Experience & Knowledge

Education/Training:

• High School Diploma required, college degree helpful
• Proficiency in Windows, Word, Excel, Power Point, Google Apps, and the ability to learn additional computer programs is required
• Background in science, math, and accounting is helpful but not required
• Understanding of GMP or other document control processes also helpful, but not required

Experience/Background:

• 3+ years of experience in customer service and/or secretarial duties
• Excellent verbal and written communication skills
• Understanding of word processing and computer applications, data entry, and report preparation
• Ability to work independently and as a team player
• Positive, empathetic, and professional attitude towards customers and colleagues
• Proven record of working across functional teams, inside & outside sales/logistics
• Highly disciplined work ethic

Physical Demand

The physical demands for this position include sitting for long periods of time, using a computer, and performing administrative tasks. The individual may be required to stand, walk, lift, or move boxes or other office equipment, which could range in weight from light to moderately heavy. Some travel may be required for attending trade shows, customer meetings, or other events.

Competencies

• Adapts to Change
• Communicates Effectively
• Follows Policies and Procedures/Workplace Safety
• Meets Basic Work Expectations and Time Management
• Teambuilding – Appreciation – Initiatives
• Technical Knowledge

Work Environment

This position is primarily desk-based, but may require occasional visits to production areas. The work environment is generally fast-paced and deadline-driven, with a focus on customer service and meeting production goals. The office space is clean, well-lit, and temperature-controlled for comfort. The employee will be working with a team of professionals and will be expected to maintain a professional demeanor at all times. The production areas may be noisy and dusty, so appropriate protective gear may be required. The employee must be able to navigate through production areas safely and adhere to all safety guidelines and procedures. Overall, the work environment is dynamic and challenging, with opportunities for growth and development within the company.