Customer Service Rep
Job Overview: The Customer Service Representative will engage directly with customers and sales field representatives to build relationships and support business growth. This role involves managing inquiries related to sales order tracking, product availability, and other product-related questions from industry professionals and consumers. The ideal candidate will analyze situations, investigate problems, and develop effective solutions while ensuring high levels of customer satisfaction.
Key Responsibilities:
- Engage with customers and sales representatives daily to build rapport and support business development.
- Handle inquiries regarding order tracking, stock availability, and product-related concerns from both industry professionals and consumers.
- Analyze situations, investigate problems, and determine appropriate solutions.
- Review multiple daily reports to ensure orders are processed accurately and shipped from the distribution center on time to avoid penalties and stock shortages.
- Manage backorders for all accounts, generate weekly backorder reports for customers, and expedite shipments to avoid penalties.
- Review and analyze customer scorecards and service levels monthly to identify and resolve service issues, preventing penalties.
- Act as a liaison between customers and departments such as Accounts Receivable, Pricing, and Contracts for any pricing and deduction-related issues.
- Collaborate with logistics and warehouse teams to manage customer orders and monitor inventory levels.
- Monitor sales data and generate reports using SAP to identify trends and support field sales during customer visits.
- Run weekly order reports for top customers and navigate customer portals for sales data, scorecards, and deduction issues.
- Coordinate with Regulatory and Quality Assurance teams on customer-specific requirements.
Other Duties:
- Participate in special projects as assigned.
Required Knowledge, Skills, and Abilities:
- College degree preferred.
- Minimum of 1-2 years of customer service experience in a non-call center environment (experience in pharmaceuticals or chemicals is a plus).
- Excellent verbal and written communication skills.
- Detail-oriented with strong time management abilities.
- Proficiency in Microsoft Excel and experience with SAP preferred.
- Positive attitude with a professional and pleasant phone manner.
- Strong communication and listening skills.
Working Conditions:
- Standard 40-hour workweek with occasional overtime as needed.
This position requires a dedicated professional with a proactive approach to customer service and a strong ability to manage multiple tasks effectively in a dynamic environment.
