Job Details
Customer Service Representative
Hybrid Role Based in Mount Olive, NJ
Summary:
To proactively manage people, processes, and systems in order to guarantee excellence in customer service. To ensure the company s customers receive on time delivery and accurate and timely information, while building positive customer relationships.
Essential Duties & Responsibilities:
- Develop, implement, monitor, and update procedures for effective and efficient operation of customer service team to ensure on time delivery and enhanced customer satisfaction
- Train, coach, counsel, motivate and manage customer service reps in order to meet a high standard of customer service
- Review and delegate daily work of customer service reps to properly prioritize orders in coordination with shipping manager to ensure shipping deadlines are met
- Guarantee customers are kept informed of order status and changes
- Respond to customer inquiries, problem solve and handle any major issues in a professional and effective manner with focus on building strong and positive customer relations
- Identify opportunities to drive process improvements to positively impact the customers experience in their interactions with customer service dept.
- Provide feedback to improve or prevent recurrence of customer service failures and to achieve long-term and effective problem resolution
- Act as in house sales support for House Accounts
- Communicate customer concerns with sales team
- Report to management on shipping schedules, delays, problems, etc.
- Assist customer service reps/procurement/sales team in troubleshooting orders or issues requiring special attention until the customer is satisfied
- Manage inventory following FIFO standard for lot selection in accordance with customer preapproved lots and packaging requirements
- Monitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of products
- Review customer invoices and ensure they are forwarded in a timely manner to customers A/P depts.
- Manage and maintain data base of customer service documents
- Oversee all ETQ files and insure they are updated and closed in a timely manner
- Perform customer service representative duties as necessary
- Handle any customer service project assigned
- Understand and execute all necessary requirements for ISO 9001
- Remain accountable for all defined responsibilities as defined by ISO 9001 process flows
- Monitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of products
- Review customer invoices and ensure they are forwarded in a timely manner to customers A/P depts.
- Manage and maintain data base of customer service documents
- Oversee all ETQ files and insure they are updated and closed in a timely manner
- Perform customer service representative duties as necessary
- Handle any customer service project assigned
- Understand and execute all necessary requirements for ISO 9001
- Remain accountable for all defined responsibilities as defined by ISO 9001 process flows
Competency:
- Possess a positive attitude with focus on building strong and beneficial customer relations
- Ability to act in a leadership capacity in a results-oriented environment
- Skilled in prioritizing workload and performing well in a fast- paced environment
- Excellence in reasoning, negotiation and problem solving
- Superior written, verbal, and interpersonal communication skills
- Strong attention to detail and accuracy
- Well organized with the ability to multi-task, take initiative, examine possibilities, and present options to manager
- Ability to tactfully handle issues that may arise from customer conflict
Qualifications:
Required:
- High School Diploma or GED
- Fluency in English
- Knowledge of Microsoft Office; Word, Excel, PowerPoint, Office 365
- 2 years of prior working experience in a customer service management role
Preferred:
- College degree in related field
- Advanced knowledge of Oracle and AS400
- 4 plus years of prior work experience in customer service management