Associate Customer Service Representative

Job Title

Qualifications:

SAP-R3 or equivalent experience, High School Diploma required, College degree preferred, Order entry experience & previous customer service experience. This position is hybrid 3 days in the office and 2 days from home office (subject to change) per the company.

Required Skills:

Demonstrated proficiency as a Customer Service Representative, beyond call center and/or retail experience. Previous knowledge of the Sales to Cash (STC) Process. Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse and Transportation personnel as well as external customer contacts. Knowledge of SAP-R3 or equivalent is required. Minimum of 6 months to 1 year of SAP experience which includes placing orders, creating deliverables and invoicing.

Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, and Word).  and SharePoint experience is a plus. This position requires an ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers, Businesses, Distributors and Subsidiaries. Ability to identify areas for improvement and implement change. Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management.

Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment. Must possess excellent organization skills to provide accurate follow-up, understand inventory management, have the ability to understand the strategic direction of any Business Unit to which they provide customer service support and translate that strategic direction into tactics with their assigned customers. Responds to customer issues that require product knowledge, interpret questions/requests and ensure proper resolution in a prompt and courteous manner.

May initiate customer contact to proactively identify and address customer needs. Monitors the resolution process to ensure other departments follow through on requests. Responsibilities include but are not limited to responding to customer inquiries, utilizing various Business Unit tracking systems, resolving disputes, issuing credit/debit memos, processing samples/rebates and monitoring sales orders through the order fulfillment process.