Customer Service Representative

Garland, TX 75041

Post Date: 03/16/2018 Job ID: 34023 Industry: Legacy
Customer Service Representative

The Customer Service Representative is a member of the Customer Service team and reports to the Customer Service Supervisor.

Job Description

Collaborates with customers and various team members to ensure customer requirements are met, with a focus on value.

Responsibilities
  • Added service, cost reduction and efficient work practices within individual area of responsibility and throughout the Supply Chain. Customer master data maintenance, order f fulfillment, and customer support to ensure on time delivery and customer satisfaction.
  • Practice safe work habits in accordance with OSHA and EPA guidelines, expectations. Communicate effectively with customers, operations, sales, finance, and logistics personnel.
  • Process and fulfill customer orders. Maintain customer master records.
  • Process invoice adjustments for assigned territory (credit/debit memo). Enter and coordinate customer complaint resolution and return activity.
  • Apply problem solving skills to improve forecast accuracy, reduce inventory and related costs (i.e., sleeping inventory sales, SKU reduction, S&OP implementation, etc.).
  • Search for, develop and implement cost saving measures to support growth in profit/revenue.
  • Initiate and maintain customer projects/programs.
  • Support Management System requirements (focus on continuous process improvement).
  • Provide backup assistance to assigned Customer Service Representatives.
  • Provide training to new/existing personnel in Customer Service processes.
  • Support customer visits (internal/external);
  • Support any other initiative as requested to meet divisional goals and objectives.

ENVIRONMENT
  • A fast paced, high pressure environment where accuracy and responsiveness are essential. Simultaneous competing priorities require effective and efficient work methods to succeed.
  • Cross functional, matrix organization that values persona l commitment to safety, ability to adapt individual work style to leverage diverse cultures, aptitudes, and methods of operating.
  • High performance collaboration, both individual and project team environment, where timely follow through with stakeholders and meeting personal commitments are important to obtain optimum result.
  • Heavy use of computer software, both PC based and enterprise system, combined with frequent interpersonal communication.
  • Provide excellent service to customers through timely, accurate and seamless end-to-end movement of information and goods to meet customer's true requirements.
  • Utilize analytical tools to gather data, analyze and report customer satisfaction KPls, and create service scorecards to continually measure and improve service to customers.

QUALIFICATIONS / EXPERIENCE REQUIRED
  • BA/BS degree and/or equivalent work experience.
  • Minimum 3 years working in customer service, inside sales, or production planning ideally with in a manufacturing.
  • Excellent written and verbal communication skills (second language valued).
  • Demonstrated competency in planning, time management, project management, analytics, problem solving, and goal setting.
  • Strong, effective interpersonal and conflict resolution skills. Team orientation.
  • Self-motivated with a high level work ethic; holds self-accountable and responsible.
  • Proficient with Microsoft Word, Excel, PPT and ERP systems.

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