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Associate Customer Service Representative
Wilmington, DE (Hybrid)
Pay Rate: $20-24/HR
Associate Customer Service Representative responds to customer issues that require product knowledge, interpret questions/requests and ensure proper resolution in a prompt and courteous manner. May initiate customer contact to proactively identify and address customer needs. Monitors the resolution process to ensure other departments follow through on requests.
Job Responsibilities:
Job Requirements:
Wilmington, DE (Hybrid)
Pay Rate: $20-24/HR
Associate Customer Service Representative responds to customer issues that require product knowledge, interpret questions/requests and ensure proper resolution in a prompt and courteous manner. May initiate customer contact to proactively identify and address customer needs. Monitors the resolution process to ensure other departments follow through on requests.
Job Responsibilities:
- Responding to customer inquiries, utilizing various tracking systems such as SAP, resolving disputes, issuing credit/debit memos, processing samples/rebates and monitoring sales orders through the order fulfillment process.
- Initiate customer contact to proactively identify and address customer needs.
- Monitor the resolution process to ensure other departments follow through on requests.
- Will work with all levels of the business such as demand and supply planners, market segments, other customer service reps, U.S. plant sites, warehouses, regional contacts, freight forwarders, carriers, and financial contacts to meet customers’ needs while maintaining quality standards.
- This position will require a thorough understanding of and become actively involved in support of the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.
Job Requirements:
- Bachelor’s degree preferred, Associates degree accepted
- Minimum of 6 months to 1 year of experience and knowledge in SAP-R3 or equivalent, order entry, pricing, documentation and invoicing is required
- Previous knowledge of the Sales to Cash (STC)/Requisition to Pay (RTP) process.
- Salesforce and SharePoint experience strongly preferred.
- Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse and Transportation personnel as well as external customer contacts.
- Must possess excellent organization skills to provide accurate follow-up, understand inventory, project and change management.
- Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, and Word).
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