Customer Service Representative

High school or GED required
Associate degree preferred
Three+ years of experience in order entry and customer service in a manufacturing environment to include experience with customer relationships
Ability to partner with external customers to include plant operations
Ability to communicate both written and verbally with all levels of external and internal customers
Demonstrated proficient computer skills to include Office 365 (Excel, Word, Power Point) in addition to order management systems
Ability to effectively assess situations and make appropriate decisions in a timely manner
Ability to focus on fine details
Strong problem-solving skills
Ability to manage multiple priorities & meet deadlines
Strong interpersonal skills

Answers all incoming customer calls and emails in a professional and courteous manner
Responds promptly to customer requests and complaints; escalates to PM or RCM as needed
Informs customer of issue remediation plans
Responds to emails from several inboxes
Promptly enters new orders into the ERP system and confirms receipt of order with customers
Manages ship confirmation process
Handles freight scheduling and trailer tracking including in customer portals
Fulfills sample requests
Processes manual BOL
Verifies invoicing
Entering shipments in SharePoint
Enters and/or escalates pending DMG requests
Attends weekly calls with CFS to discuss issues, learn about and share best practices with CSRs
Provides training to other members of the customer service team
Inputs customer feedback into CRM system
Tracks service issues from opening to resolution
Manages customer contact list
Creates and updates customer reports in Business Objects and/or Syteline reporting
Completes RMA and managing the communication of the return
Enters credits
Pushes end of month inventory by contacting customers and arranges pick up with shipper
Tracks Storage fees