Customer Service Representative

Overview

This onsite position located at one of our plant locations involves overseeing customer relationships, delivery processes, and addressing customer support requirements. Serving as the main point of contact at the plant for customers, this position is dedicated to upholding the utmost customer success and service standards. It is essential for this role to guarantee that Nelson Global sustains the highest levels of customer satisfaction, safeguarding the interests of all operations and overarching business goals.

The incumbent will play a pivotal role in key decisions related to the daily management of orders for assigned customer accounts.

• Provide first class customer service to our internal and external customers.
• Develop professional working relationships with external and internal customers.
• Handle all customer inquiries regarding order status or complaint resolution, including pricing issues, shipping errors, and other related issues.
• Receive/review customer forecasts/orders.
• Manage order activities within customer assigned portals if applicable.
• Assist account managers with activities related to SKU management and customer price communications.
• Ensure that issues are resolved promptly and thoroughly by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and conducting additional follow-up to ensure issue resolution.
• Partner with operations to resolve any reported quality or on-time delivery issues.
• Review incoming Purchase Orders for accuracy of pricing, lead time, terms, sold-to, ship-to, customer part number, etc.
• Process manual orders in Enterprise Resource Planning (ERP) system.
• Manage EDI orders through ERP designated error file.
• When an order/forecast does not meet quoted terms, work with the customer to correct it; if unable to resolve, elevate to the assigned Account Manager.
• Work with finance on ERP-related pricing updates.
• Negotiate requested order changes with operations and the customer (shipping location, quantity, due date).
• Approve or reject expedited freight charges using internal approval process and lead customer communication/negotiation.
• Reconcile any invoice deductions and resolve pricing issues with the accounting department.
• Other duties as assigned.

• Team Player: Works well as a member of a group.
• Dedicated: Devoted to a task or purpose with loyalty or integrity.
• Motivated: Inspired to perform well when granted the ability to set your own schedule and goals.
• Flexibility: Inspired to perform well by the ability to contribute to the success of a project or the organization.
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.