Customer Service Rep III

JOB SUMMARY :

Provide concierge service to our customers, going beyond standard support to provide a highly personalized, proactive and comprehensive experience for key accounts. Anticipate needs, offer tailored solutions and build deep, trusting, lasting relationships.

JOB RESPONSIBILITIES:

1. Lead Initiatives to improve communication and customer satisfaction for assigned product segment
2. Communicate with all internal departments on priorities and risk factors to understand specific customer needs.
3. Review and provide input on inventory issues and SLOB
4. Maintain and manage relationships with warehouse team, carriers, vendors, and customers for a better coordination. Proactive communication is always needed including after office hours and weekends
5. Finding creative solutions to problems such as:
1. Ship short notice
2. Reschedule shipments
3. Filling shipments with different products
6. Conduct internal emergency meetings with production, quality, warehousing and logistics.
7. Effectively utilize the ERP system (LN) to enter information such as:
1. Sales orders
2. Inventory
3. Pricing
8. Provide backup for team members’ PTO – schedules should be coordinated effectively
9. Prepare and distribute product or service reports both internally and externally by collecting and analyzing customer information:
1. Inventory
2. Open orders/Backorders
3. Monthly expected sales input
10. Manage and distribute quality complaints through proper channels making sure the problems/issues are resolved in a timely manner and effectively communicated to the customers.
11. Participate in customer visits as needed
12. Lead and participate in department meetings
13. Generate the OTIF KPI for the assigned customers and identify actionable items for improvement
14. Review and follow-up on the assigned customer’s sales
15. Work on the projects & goals assigned by the department manager
16. Receive and process purchase orders
17. Process order changes
18. Provide order confirmations to customers
19. Create credits / debits as needed as well as assist with accounts receivable issues

SKILLS AND EXPERIENCE REQUIRED:

• Superior problem solving and solid analytical skills (quantitative and qualitative)
• Demonstrated ability to align and work with cross-functional peers and teams.
• Ability to plan, organize and prioritize workload. Must demonstrate strong decision-making skills, sound judgment and the ability to adapt to a rapidly changing work environment.
• Exceptional verbal and written communication skills. Ability to operate and communicate effectively in person, over the telephone, and in groups, under normal and stressful conditions.
• Ability to build rapport and collaborate with others within the company and externally.
• Advance proficiency in Microsoft office applications (Excel, Word, PowerPoint, etc).
• Good understanding of planning, inventory management, warehouse operation and manufacturing capabilities.
• Establishing and Maintaining Interpersonal Relationships — developing constructive and cooperative working relationships with others and maintaining them over time.

Customer Focus

Seeks and obtains information about customer needs. Understands and takes into account the customers points of view and listen actively. Directs the objectives towards meeting the customer needs. Check that the results obtained are consistent with the customer expectations. Acknowledges the impact of the decisions being made and actions on other areas or teams. Offers a warm and friendly treatment to others no matter what type of situation needs to be dealt with. Handle requests from the customers and provides timely and effective response to these. Offers accuracy and timeliness in the process deliverables. Patient when facing a situation that is difficult to control.

Management and resolution of problems

Makes rational and systematic judgments based on relevant information. Builds creative solutions to solve problems. Finds the real cause of the problem. Is clear about the problem, analyzing and studying the impact and severity of the solution. Performs actions to immediately solve the problems. Put the solution into practice, monitors the implementation and learns from the new practice.

Planning and Organization

Organizes and plans activities and resources. Sets and monitors deadlines. Sets goals on the short and medium term. Establishes priorities to produce results. Achieves the performance of tasks according to the priorities established