Customer Service - Hybrid

Rubber products supplier in Piscataway is seeking a Customer Service Representative. General Scope:To interact with customers and collaborate with team members to provide effective customer service for all internal and external customers by using in-depth knowledge of company products and programs.Essential Functions:1. Answers incoming calls to customer service phone group utilizing cloud-based software solution and responds to customer emails to provide timely and accurate information regarding customer order status, price, inventory availability, product information, embellishment and transportation inquiries; offers solutions to customer needs.2. Processes customer orders/changes/returns according to established department policies and procedures.3. Works closely with applicable departments to investigate shipping and invoicing discrepancies; researches, compiles and enters information into TRC Customer Satisfaction System (Everest); resolves any assigned actions by established deadlines; submits necessary paperwork to General & Administrative team for customer credits and re-bills. 4. Works in partnership with sales team to exceed the service levels of our customers.5. Collaborates with supply chain regarding embellishment fulfillment including new logo set-ups, maintaining existing set-ups, and delivery dates.6. Collaborates with supply chain and distribution regarding delivery dates, tracking information, and order activity.7. Reviews and resolves issues regarding orders on manual hold.8. Maintains customer records in company's enterprise resource planning (ERP) system including contact information and special routing requirements.9. Issues return goods authorizations (RGA'S) to customers.10. Registers web-users and emails B2B introduction letter.11. Provides back up support to order entry, dropping pick tickets to warehouse, checking customer service voicemail, checking customer service inbox and responding to or forwarding emails as necessary.12. Provides back up support for picking, packing and shipping literature from NJ. 13. Performs all other responsibilities that may be necessary to fulfill the duties associated with the position or as may be assigned.Job RequirementsNecessary Competencies To Successfully Perform Essential Functions: 1. Associate's degree preferred and minimum 4 years' equivalent experience in customer service or an appropriate combination of education and experience.2. Working knowledge of Microsoft Office with emphasis in Outlook and Excel.3. Experience working with an ERP software system, specifically SAP4. Customer/client focus.5. Self-starter with good listening skills and ability to interact with people in a positive manner.6. Ability to prioritize and manage multiple responsibilities.7. Ability to solve problems through research and analysis.8. Ability to handle stressful circumstances tactfully and timely.9. Professional verbal and written communication skills.10. Teamwork orientation.11. High degree of organizational skills, accuracy and attention to detail.The company will explore and provide reasonable accommodations to assist any qualified individual with a disability in performing the essential functions of the position. Benefits, bonus program, 401k with match, yearly profit sharingKim KrauszerSynerfac Technical StaffingPhone: 732-271-9333Fax: 732-271-9110kkrauszer@

Created: 2024-11-12