Customer Service Representative
Hybrid Role Based in Mount Olive, NJ
Summary:
To proactively manage people, processes, and systems in order to guarantee excellence in customer service. To ensure the company’s customers receive on time delivery and accurate and timely information, while building positive customer relationships.
Essential Duties & Responsibilities:
- Develop, implement, monitor, and update procedures for effective and efficient operation of customer service team to ensure on time delivery and enhanced customer satisfaction
- Guarantee customers are kept informed of order status and changes
- Respond to customer inquiries, problem solve and handle any major issues in a professional and effective manner with focus on building strong and positive customer relations
- Identify opportunities to drive process improvements to positively impact the customers’ experience in their interactions with customer service dept.
- Provide feedback to improve or prevent recurrence of customer service failures and to achieve long-term and effective problem resolution
- Act as in house sales support for House Accounts
- Communicate customer concerns with sales team
- Report to management on shipping schedules, delays, problems, etc.
- Assist customer service reps/procurement/sales team in troubleshooting orders or issues requiring special attention until the customer is satisfied
- Manage inventory following FIFO standard for lot selection in accordance with customer preapproved lots and packaging requirements
- Monitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of products
- Review customer invoices and ensure they are forwarded in a timely manner to customers’ A/P depts.
- Manage and maintain data base of customer service documents
- Oversee all ETQ files and insure they are updated and closed in a timely manner
- Perform customer service representative duties as necessary
- Handle any customer service project assigned
- Understand and execute all necessary requirements for ISO 9001
- Remain accountable for all defined responsibilities as defined by ISO 9001 process flows
- Monitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of products
- Review customer invoices and ensure they are forwarded in a timely manner to customers’ A/P depts.
- Manage and maintain data base of customer service documents
- Oversee all ETQ files and insure they are updated and closed in a timely manner
- Perform customer service representative duties as necessary
- Handle any customer service project assigned
- Understand and execute all necessary requirements for ISO 9001
- Remain accountable for all defined responsibilities as defined by ISO 9001 process flows
Competency:
- Possess a positive attitude with focus on building strong and beneficial customer relations
- Ability to act in a leadership capacity in a results-oriented environment
- Skilled in prioritizing workload and performing well in a fast- paced environment
- Excellence in reasoning, negotiation and problem solving
- Superior written, verbal, and interpersonal communication skills
- Strong attention to detail and accuracy
- Well organized with the ability to multi-task, take initiative, examine possibilities, and present options to manager
- Ability to tactfully handle issues that may arise from customer conflict
Qualifications:
Required:
- High School Diploma or GED
- Fluency in English
- Knowledge of Microsoft Office; Word, Excel, PowerPoint, Office 365
- 2 years of prior working experience in a customer service role
Preferred:
- College degree in related field
- Advanced knowledge of Oracle and AS400
- 4 plus years of prior work experience in customer service management
