Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for administering all aspects of sales contracts and shipments for US and Canadian accounts to ensure on time shipments, routing, tracking status, and export customer satisfaction.

Duties & Responsibilities Required:

• Serves as point of contact from start to finish for orders received on accounts assigned.
• Answer customers' questions about products, availability, tracking, and order status.
• Process orders based on account routing protocol and delivery dates requested.
• Create commercial invoices for all Canadian shipments being exported.
• Keep track of orders received via email, fax, True Commerce and SAP.
• Update pending orders daily with carrier and tracking pro numbers.
• Study all or new routing updates for each account assigned.
• Reply to info web emails regarding warranty inquiries within a 24 hour time frame.
• Process miscellaneous orders for warranty replacements.
• Create (RMA) Return Merchandise Authorization numbers for accounts upon receiving.
• File all orders that have been processed.
• Comply with Good Manufacturing Practice (GMP) as required for the position.
• Perform other duties as needed or requested.

Experience:

• 1+ years' experience in retail sales/order entry.
• 2+ years' experience in customer service.
• SAP and True Commerce experience preferred.

Skills Required:

• Strong knowledge of Microsoft Office (Excel, Word and Outlook)
• Ability to build strong rapport with customers.
• Excellent communication skills.
• Strong organizational skills required.
• Good phone etiquette.
• Good analytical skills.
• Ability to work with difficult customers on the phone or email.
• Exhibit exemplary customer service skills.
• Ability to type 50-55 WPM.
• Bilingual in English and Spanish a plus.