Customer Service Representative

Customer Service Representative Hybrid Role Based in Mount Olive, NJSummary: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 satisfactionGuarantee customers are kept informed of order status and changesRespond to customer inquiries, problem solve and handle any major issues in a professional and effective manner with focus on building strong and positive customer relationsIdentify 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 resolutionAct as in house sales support for House AccountsCommunicate customer concerns with sales teamReport 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 satisfiedManage inventory following FIFO standard for lot selection in accordance with customer preapproved lots and packaging requirementsMonitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of productsReview customer invoices and ensure they are forwarded in a timely manner to customers' A/P depts.Manage and maintain data base of customer service documentsOversee all ETQ files and insure they are updated and closed in a timely mannerPerform customer service representative duties as necessaryHandle any customer service project assignedUnderstand and execute all necessary requirements for ISO 9001Remain accountable for all defined responsibilities as defined by ISO 9001 process flowsMonitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of productsReview customer invoices and ensure they are forwarded in a timely manner to customers' A/P depts.Manage and maintain data base of customer service documentsOversee all ETQ files and insure they are updated and closed in a timely mannerPerform customer service representative duties as necessaryHandle any customer service project assignedUnderstand and execute all necessary requirements for ISO 9001Remain accountable for all defined responsibilities as defined by ISO 9001 process flowsCompetency:Possess a positive attitude with focus on building strong and beneficial customer relationsAbility to act in a leadership capacity in a results-oriented environmentSkilled in prioritizing workload and performing well in a fast- paced environmentExcellence in reasoning, negotiation and problem solvingSuperior written, verbal, and interpersonal communication skillsStrong attention to detail and accuracyWell organized with the ability to multi-task, take initiative, examine possibilities, and present options to managerAbility to tactfully handle issues that may arise from customer conflictQualifications:Required:High School Diploma or GEDFluency in EnglishKnowledge of Microsoft Office; Word, Excel, PowerPoint, Office 3652 years of prior working experience in a customer service rolePreferred:College degree in related fieldAdvanced knowledge of Oracle and AS4004 plus years of prior work experience in customer service management

Created: 2024-11-07