The Customer Service Representative will support our automotive re-manufacturing division in Tabor City, NC.
He/She will be primarily responsible for providing effective customer service for all customers by utilizing excellent, in-depth knowledge of company products and programs. He/She will manage the sales order through invoice process to ensure compliance with customer requirements and company protocols. The ideal candidate should have the ability to understand the technical components our customers are requesting.
•Answer and assist customer/sales manager inquiries and process sales orders through shipment creation, following credit procedures, while managing allocations & creating shipments based on customer profiles.
•Help to resolve and/or route customer’s technical or product application questions.
•Review customer purchase history and freight minimums and make recommendations to bring order to average purchases or policy whichever applicable.
•Ability to create reports and analyze items, including but not limited to, fill rates, cycle times and accuracy of all shipments.
•Maintain customer data files including price entry and management in ERP System (Sage).
•Coordinate and communicate production needs to achieve higher fill rates on shipments.
•Update and process RMA’s, and complete appropriate credits
•Comply with customer back order management process, and release backorders as dictated by customer profiles.
•Coordinate receipt and shipment of factory orders.
•Prepare requested order confirmations & deliver to customer electronically.
•Process invoices, print, sort and deliver to customers electronically or by mail.
•Review customer reported shipping discrepancies and coordinate inventory reconciliation with the warehouse. Create count sheets as needed.
•Create customs paperwork, export documents and any other forms needed by warehouse to accurately and timely ship internationally.
•Make recommendations for process improvements, increased customer satisfaction and reduction of departmental costs.
•Associates Degree with 5+ years of Customer Service/Order fulfillment Experience, preferably with vendor compliance responsibilities or any combination of education and experience.
•Excellent Customer Service and Communication Skills both verbal and written
•Ability to work in a team environment, completing individual tasks, while maintaining focus on overall departmental and organizational goals.
•Possess Time Management, Organizational and Project Management Skills
•Ability to comply with process, but also identify when best practices are not being utilized.
•Proficiency in Window Applications; ERP System (such as SAGE, SAP or similar), Microsoft Outlook & Microsoft Office.
Working Conditions/Physical Requirements
•Office environment. Daily use of wrists, hands, fingers, arms to use computer and phone. Ability to hear and speak clearly for gathering and giving simple to complex information to an individual or group.
Location/Region: Tabor City, NC