Customer Service Rep - Purina Animal Nutrition

Customer Service Rep - Purina Animal Nutrition

This role is based in the Central Time Zone and customers are primarily based in the MN/IA/WI area.

This is an hourly position with the hours of 7:15am-3:15pm CST

The Customer Service Rep is dedicated to meeting the requirements and expectations of customers that include order entry, pricing and product inquiries, product availability, and reporting quality concerns.

Establish and maintain effective customer relationships with exceptional customer service and best in class telephone skills.

Execute best Order Management practices in accordance to our Standard Operating Procedures (SOP).

Ensure order life cycle is followed through to completion that is accurate and void of entry and pricing errors.

Demonstrates high standards of integrity, business ethics, and personal accountability.

Builds solid working relationships with all cross function business units with diplomacy, and tact to gain alignment satisfying customer requirements and continuous improvement.

Key Roles/Responsibilities:


* Act as a communication mechanism for the customer using strong communication skills , both written and verbal


* Advanced skills in order management


* Advanced understanding and knowledge of web order entry processes


* Advanced product knowledge


* Advanced knowledge and understanding of promotions, discount structures and pricing


* Advanced knowledge of contracts processes


* Act as the liaison between customer service, sales, customers and manufacturing


* Advanced knowledge and understanding of customer service standard operating procedures (SOP)


* Advanced understanding of Sarbanes-Oxley (SOX) and the implications on customer service


* Own customer accounts and manage all aspects of the customer support process


* Train and mentor other customer operation representatives (COR)


* Customer Relationship Management (CRM) software tool: Proficient knowledge of CRM tool from all aspects, including account management, account maintenance, logging calls, building notes and contacts, and the ability to record and manage service requests

Qualifications:


* Professional and pleasant telephone skills


* Effective communication skills, both written and verbal


* Escalate issues timely for efficient resolution


* Maintain a positive representation of the company at all times


* Advanced order management skills


* Act as the liaison between customers, sales, supply chain and manufacturing


* Advanced knowledge and understanding of customer service standard operating procedures (SOP)


* Solid knowledge of Sarbanes-Oxley (SOX) compliance


* Experience with Customer Relationship Management (CRM) for tracking customer call activity and Service requests for process improvement


* Identify trends related to process issues and make recommendations for process improvements

Required Experience:


* High School Diploma/GED


* 2+ ...