Customer Service Rep III

Customer Service Rep III provides highest level of customer excellence to customers while operating within company guidelines. Handles incoming calls, faxes, and emails from Customers and Sales Organization as it pertains to order management.

Requirements

• Handle all incoming calls, faxes, and emails from Customers and Sales Organization
• Maintains knowledge of company products and customer service processes
• Daily order entry
• Daily 222 form clearing and accuracy reviews
• Prepare and process credit and re-bills
• Provide resolution to ensure that there will not be additional AR discrepancies with Customer
• Track shipments as requested by Customer and Distributor using carrier web sites
• Research discrepancies and provide a resolution to eliminate future occurrences
• Coordinate shipments with freight forwarders
• Review all requests for return of product and compare to current Returns Goods Policy
• Process returns in JDE system and obtain necessary approvals from Sales Organization and Management
• Communicate valid return authorization to Customer, Distributor and Sales Organization
• Issue credits for product returned in a timely basis
• Research and confirm all discrepancies and follow through accordingly
• Work with Product Management and Master Data Department on product inquiries and release dates of product
• Place outbound phone calls to Customers and Distributors
• Work with IT to enhance order related systems
• Work closely with Credit & Collections, to ensure timely shipment of orders
• Coordinate with Product Managers the timely release of all manual allocations
• Ensure optimal service to all of our Customers and Distributors while maintaining corporate profitability and efficiency
• Strong communicator, negotiator, and team player

Benefits

• Health insurance
• Retirement plan
• Paid time off
• Other benefits (not specified)