The Customer Service Representative works closely with the Key Account Manager and the Regional Sales Manager. They serve as the main link between customers and the company, providing accurate product and service information and resolving any issues efficiently.
Responsibilities
* Provide outstanding customer support by analyzing, processing, and responding to customer and sales team needs.
* Process all customer orders accurately and promptly upon receipt, validating customer data for pricing, terms, exceptions, and shipping requirements. Manage orders from entry through shipment and invoicing.
* Resolve customer queries related to product quality, availability, substitutions, inventory, order status, pricing, billing, invoices, and carrier concerns satisfactorily.
* Assist the sales team with account inquiries and issues involving product quality, carrier concerns, availability, pricing, and billing.
* Respond immediately to all customer complaints and notify relevant parties; escalate issues as needed.
* Maintain customer account information, ensuring efficient billing and documentation.
* Ensure compliance with applicable corporate policies and procedures.
Qualifications
* Associate degree preferred or equivalent work experience.
* At least 3 years of experience in a customer service team environment.
* Knowledge of ERP systems (SAP Business One is an advantage).
* Proficiency in Microsoft Office, especially Excel.
* Ability to work cross-functionally with a customer-driven focus and a sense of urgency.
* Excellent customer service skills with clear written and verbal communication; ability to plan and prioritize work.
* Familiarity with Incoterms and import/export documentation is a plus.
* People-oriented with effective interaction skills.
* Proactive, highly organized, and accurate.
* Team player capable of working independently.
* Pleasant temperament combined with assertiveness.
* Experience in the food and beverage industry is an advantage.
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