Customer Service Representative/Sales Support

Customer Service Representative/Sales Support Job Description

Summary
The Customer Service Representative is responsible for accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals and acknowledgements thereof, provide pricing information upon request, arrange special freight where required, provide tracking information upon request, process of returned material authorizations, timely processing of credit memos, incident reports, and ongoing upkeep of customer comments specific to individual requirements. Committed to the overriding goal of ensuring we meet or exceed our customer’s expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization.

Essential Functions
*

• Order Entry in ERP System (JDE – JD Edwards)
• Order Management
• Date management
• Customer follow up
• Follow up on warehouse shipments
• Principal follow up
• Product tracking
• * Ability to build and sustain a supportive relationship with assigned Key Customer Accounts.
• Processes credit memo and RGA/RMA as required.
• Attend and participates in weekly alignment meetings and monthly department meetings.
• Strong ability to develop and maintain working relationships with other IMCD departments and entities, to ensure customer success and satisfaction.
• Ability to be professional with external and internal communications via email and phone.

Competencies

• Customer/Client Focus.
• Attention to detail
• Time Management and workload prioritization
• Strong Communication skills. Email Etiquette. Phone Etiquette
• Ability to address challenges with a positive attitude.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Position Type/Expected Hours of Work
This is a full-time position and the hours of operation are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed by the Customer Service Manager.

Required Education and Experience

• Associate’s Degree or three years equivalent call center experience.
• Customer service experience.
• Computer experience.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $0.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Customer Service with Data Entry into a ERP System: 2 years (Required)
• Order Management (Data, mgmt, Customer follow up): 2 years (Required)
• Following up on warehouse shipments: 2 years (Required)
• Sales Team and Suppliers: 2 years (Required)
• tracking products: 2 years (Required)
• build & sustain relationship with Key Customer Accounts: 2 years (Required)
• Processes credit memo and RGA/RMA as required: 2 years (Required)

Communication method(s) used:

• Email
• Phone
• Chat

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies

Work Remotely:

• Temporarily due to COVID-19

COVID-19 Precaution(s):

• Remote interview process
• Virtual meetings