Associate Customer Service Representative
Wilmington, Delaware
Associate Customer Service Representative
Wilmington, DE
Pay Rate: $22-24/HR
Associate Customer Service Representative will receive and process customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction. The role involves working with various internal teams, including CS Team Leaders, Junior CSRs, Sales Representatives, Product Coordinators or Supply Chain Specialists, Supply Chain Warehouse & Logistics Specialists, Credit Controllers, Data Management teams, and SAP key-users. Externally, the role interacts with B-type customers, occasionally with A-type customers, consignment customers, warehouses, and carriers.
Associate Customer Service Representative Responsibilities:
Job Requirements:
Wilmington, DE
Pay Rate: $22-24/HR
Associate Customer Service Representative will receive and process customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction. The role involves working with various internal teams, including CS Team Leaders, Junior CSRs, Sales Representatives, Product Coordinators or Supply Chain Specialists, Supply Chain Warehouse & Logistics Specialists, Credit Controllers, Data Management teams, and SAP key-users. Externally, the role interacts with B-type customers, occasionally with A-type customers, consignment customers, warehouses, and carriers.
Associate Customer Service Representative Responsibilities:
- Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business. Pro-actively interacts with customer for notification of late orders due to product availability, transportation issues
- Interacts with customers as occasion arises - on site. Develops and maintains in-depth knowledge of assigned customers: knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model
- Interacts with broader network of Internal Partners to ensure that the customers’ requirements are understood, and commitments are met.
- Receives and processes all types of customer orders including complex and/or Export orders. Responsible for inquiry & order handling process from beginning to end
- Is responsible for management of consignment stock: consignment fill-up, inventory management, invoicing, count, reconciliation
- Processes customer complaints and returns according to Complaint Management process and return policies. Can identify need for extra information to enable a thorough complaint analysis.
- Performs quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
- Follows desk procedures/policies in compliance with QS 9000, ISO and/or other Quality System requirements.
- Can provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions.
- Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines
- Performs limited Master Data entries related to: Materials, Transfer pricing, customer prices, GTS
- Receives, corrects and processes complex orders shipped between regions or plants.
- Understands cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits.
- Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations.
- Supports Sales by providing detailed input/reports on sales volumes by account
Job Requirements:
- Bachelor’s degree or equivalent through experience
- Minimum of 2 years of experience in a customer service B2B environment.
- Must be proficient in using SAP (R3-P23).
- Experience with Microsoft Office Suite is required, with a particular emphasis on Excel.
- Knowledge of IT is a plus.
- Ability to work in a hybrid setup, with 3 days required on-site in the office.
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