Sr Customer Service Representative

Primary Responsibility :

Respond to inquiries, processing orders and handling complaints in a prompt, courteous, and efficient manner.

Other responsibilities include greeting visitors, telephone responses, scheduling and various other clerical duties.

May handle and resolve complaints.

The Senior is the primary point of contact for National Accounts across multiple sites.

What You'll Do :

• Acts as liaison between customer and warehouse for account administration, customer, and office for invoicing and credit changes.

Responds to all customer inquiries and complaints concerning work-orders, shipments, inventory counts, etc.
• Generates all paperwork/information required for customer work orders including checking on special requests, expediting orders where necessary, tracking orders and post inventory records.
• Assures proper invoicing of accounts by verifying computer-generated invoices.

Reports customer feedback to management.
• Provides clerical support including overseeing all paperwork associated with orders, maintaining corresponding files, answering phones, operating office equipment/computers needed to perform duties, greeting visitors
• Maintain updated reports to ensure all loads are empty and closed.

Schedule loads as required.

Resolve refused product, over, short and damaged (OS&D) orders.
• Follow attendance policy, show up for work on time and ready to work assigned shift.

Perform other duties as required and assigned.
• Senior Level-Essential Functions
o Maintains and ensures favorable contacts with customers.
o Coordinates recalls, national holds, item master maintenance, reporting, etc., across multiple sites.
o Participates in training and coaching on customer service functions.
o Provides coaching and directs the customer service work in applicable locations.

What Experience and Education You Need :

• High school diploma or general education degree (GED) preferred
• 2- 4 years of work related experience.

What Could Set You Apart :

• Ability to work in a fast paced environment, to handle multiple tasks at the same time.

Flexibility and initiative.
• Experience working with challenging customers.

Excellent communication skills.

Strong problem solving skills
• Understand the specific needs and requests of customers, the nature of their product and storage and handling needs.
• Must be able to relate to other people beyond giving and receiving instructions: they must get along with co-workers without exhibiting behavioral extremes; perform work activities requiring reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to criticism from a supervisor
• Knowledge of Warehouse Management Systems
• Knowledge of Microsoft Office Suite.

Desktop computers.

Accurate typing and data entry skills.

Physical Requirements :

• Requires the ability to sit for long periods of time, with frequent interruptions
• Requires several hours per day of sitting, ge...