Customer Service Representative

Job Description

Position Summary

The Customer Account Specialist position is responsible for providing best in class customer service to Sales and a portfolio of assigned customers. Accountable for managing customer orders through the pipeline to facilitate growth of existing accounts. In the event of absence, these job responsibilities will be covered by an employee in the “CSS role” or “Manager or Director of Service” position.

Responsibilities And Duties

This job description and performance standard document has been prepared as a guide to ensure better communication and understanding. All responsibilities, however, have not been included, nor could they be. Your Supervisor / Manager may from time to time ask you to perform other related duties not specifically included in this description. Likewise, this description will be revised when required to meet current business needs.

Customer Centric Focus

• Partners with Sales to create new customer items; use PLS form to create items in Radius.
• Enters customer sales orders; ensuring all requirements have been met per order (product / order mins, pricing details, Leadtime needs)
• Delivers complete, accurate, and timely sales order details to support internal order processing.
• Review open order reports daily and drives communication-advising customers on change in dates.
• Create shipping release with a high level of accuracy; to achieve on time delivery.
• Manage expedited shipments as necessary, with required management approval.
• Create expedited sales order requests with scheduling as needed.
• Responsible for processing Returns and Credit as needed. Provide timely feedback so customers have an effortless experience.
• Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements.
• Leverage Salesforce CRM to collect insights into customer expectations. Along with capture interactions via service calls, successes, and problems to drive ongoing improvements.
• Liaise as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production and Shipping) to improve the entire customer experience.
• Escalate internal systematic / process concerns until final solution / resolution is provided to customer.
• Maintain product awareness- technical understanding of our products / processes.
• Process and manage non-conformances with internal and external customers.
• Provide samples to customers.
• Attain pricing or price lists on existing items as needed
• May require light travel to internal meetings or customer meetings.

Skills And Qualifications