Senior Customer Service Representative

The Sr. Customer Service Representative plays a key role in managing customer relationships and ensuring a seamless order fulfillment process. This role involves handling daily customer service operations, troubleshooting issues, and collaborating with cross-functional teams to enhance the customer experience. Additionally, this position provides leadership within the customer service team by offering training and best practices guidance.Key ResponsibilitiesCommunicate directly with customers by telephone and emailEnter orders and provide confirmation of orders and ship dates to the customer Troubleshoot all problemsissues for all customers which may require additional follow up with key cross functional departmentsCoordination of order entry process including schedule of ship dates, resolution of customer complaintsissues and notification of shipped orders.Daily management of system database - new customer requirements, customer setup, issuing credits, adding pricing to new items, customer item codes, MAPPING, labeling requirements Responsible for training other team members in operating system, customer service best practices and Synergy proceduresVerify accuracy of all information received on customer purchase order within system. Ensure that production and delivery meet specific customer needs and information is passed on to appropriate production schedulers and shipping personnel in a timely manner. Follow up is requiredResponsible for activation of new items, including follow up if item is not currently active, and creating pack out in the systemConduct weekly meetings with account manager to review open issues and upcoming opportunitiesManage a specific sales territory and all the customers within the territory - must handle all requirements in that territory (I.E. shipping documents for international customers, portals, may require a customer meeting etc.)Skills and RequirementsHigh school diploma required; relevant certifications or training preferred.5+ years of experience in B2B customer service, phone support, or a call center.2+ years of data entry and order-to-invoice processing experience in ERP systems (Microsoft AX preferred).Strong written, verbal, and interpersonal communication skills.Ability to navigate multiple systems and manage customer accounts efficiently.Highly organized with strong problem-solving, analytical, and decision-making skills.Ability to multitask, prioritize, and work independently in a fast-paced environment.Strong customer focus, with the ability to troubleshoot and resolve issues effectively.Team-oriented with a growth mindset and willingness to take on additional responsibilities.Ability to perform under pressure while maintaining accuracy and professionalism.Salary Range: $55,000.00 - $82,000.00The actual compensation that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled.

Created: 2025-02-21