CUSTOMER SERVICE REPRESENTATIVE

  • Location
    Valencia , Ca
  • Salary
    $18.00/Hour
  • Job type
    Contract/Temporary

Position Summary:
This position is responsible for order fulfillment and serves as the primary contact for assigned CUSTOMER ACCOUNTS, field sales personnel, and internal departments as it relates to product availability, shipping status, pricing resolution, and metrics reporting. As the single point of contact, ensures seamless execution of our supply chain through continuous improvement, professionalism, and ongoing customer collaboration. Participates and aides in customer oriented culture and promotes customer engagement and loyalty through proactive problem-solving attitude and approach.
Responsibilities:
Reviews and manages customer sales orders, at risk products and/or sample orders for domestic and international clients from order creation to order delivery based on existing SOPs and guidelines.
Validates order information for adequate lead times, pricing and terms, resolves pricing issues, reviews unprocessed EDI transactions in order to make corrections and successfully convert data to orders.
Investigates and resolves system identified order holds, negotiates and corrects inadequate lead times on inbound customer orders with customer and /or internal system set up.
Manages the product allocation process by pro-actively communicating product shortages and recovery dates internally and externally.
Works with all appropriate cross functional areas to ensure that on time product delivery and first time unit fill metrics are met and sustained.
Prepares routine metrics reports for product availability, quality holds, shipping status.
Reviews and analyzes container configuration for international shipments.
Maintains all related SOPs.
Assists the Credit and Finance departments with chargebacks / customer deductions resolution with a clear and concise focus on maintaining perfect order index metrics.
Reviews eligibility of return requests and prepares customer return authorizations for processing.
Performs other related duties as assigned.
Minimum Qualifications:
Education:
High school diploma is required. Some college is preferred.
Experience:
Requires one to three years direct customer account service experience in a consumer packaged goods company. Experience in manufacturing industry selling to domestic and international retailers is preferred. Experience working with freight forwarders, expeditors, logistics and transportation is a plus. Working knowledge of JD Edwards Enterprise One software preferred. Must have Business to Business customer service experience.
Knowledge/Skills/Abilities:

Basic to intermediate Excel skills required for calculating and reporting department metrics
Mathematical competency required to calculate averages and percentages
Proficient knowledge of Microsoft Word, and PowerPoint for the purpose of preparing reports & presentations.
Demonstrated attention to detail and accuracy for order processing
Ability to multi-task and prioritize work flow to meet daily deadlines
Excellent organizational, problem solving and communication (oral and written) skills required in exercising judgment related to the release of sensitive information to customers

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Reference number US_EN_1_025142_11571386