Customer Service 3

Overview:

The Central Services Representative (CSR) ensures a high level of support is provided to external/internal customers regarding the day-to-day order management of Emser’s national accounts within the Builder, Commercial, Retail, and Mass Merchant/Internet segments, and for providing additional branch support regarding the order administration of high-volume-transaction accounts as well as occasional phone coverage. This position reports to the Central Services Manager/Supervisor.

The Central Services Team is positioned as a “next-level” service model providing a “single-point” of contact for high volume, multiple location customers. The Central Services Team is expected to be the “solution” for branch teams and customers through utilizing an in-depth knowledge of company systems, order processes, products, and service programs; as well as maintains a high level of productivity and accuracy.

General Focus and Scope of Responsibility:

The primary objective of the CSR is to provide customers with an effortless customer service experience. That includes processing orders, issuing credits, handling customer escalations, monitoring customer email folders for accuracy and timely responses, reviewing open order reports to avoid delays in shipment, auditing orders for pricing adherence and excessive price overrides, sourcing material, product knowledge, EDI (Electronic Data Interchange) order management, Emser Online order management, Sales Order Automation (Intelli Chief) management, Ticketing system and Knowledge Base management, and the handling of the reconciliation process involved in short pays.

Essential Duties and Responsibilities:

Responsible for the complete, timely and accurate execution of several business transactions involved in the support of their assigned customer account(s):

Understanding of customer and company requirements for assigned customer accounts through the usage of order entry guides

Timely Receipt, validation, and processing of purchase orders

Communication of order issues including incorrect pricing, improper package configurations, product size, terms and conditions of sale, etc.

Communication of product problems, anticipated receipt of required products or potential substation of in-stock products to limit re-selections and customer issues

Sourcing of product to support on-time shipment and delivery of orders

Creation and distribution of order confirmations including communication of potential shipment or delivery issues regarding lead times and their potential resolution

Coordination of transportation and scheduling of delivery at the customer or job site Resolution of issues and problems associated with any or all the above

Reconciliation of short pays and issuing of credits

Processing of Return Authorizations due to a number or reasons, including freight/concealed damages, order entry/shipping errors, quality issues, etc.

Handling of queue calls from customers ranging from expediting freight requests, inventory availability, order status updates, pricing inquiries, etc.

With Support of the Central Services Manager/Supervisor, coordination of all aspects of each business transaction with internal departments, customers and suppliers as required to meet customer order requirements

Identification and resolution of issues that may negatively affect operations in a proactive and decisive manner

Management of account activities, including:

Workload management

Quality and accuracy of work performed based on key metrics

Scheduling and execution of assigned tasks and functions

Implementation of new business processes and day to day management of existing processes

Other duties as assigned

Position Requirements :

Knowledge of ERP (Enterprise Resource Planning) ordering systems

Excellent customer service skills; especially when handling customer escalations

Strong verbal and written communication skills

Attention to detail; focus on execution and timely completion of tasks

The ability to recognize potential issues and quickly resolve prior to resulting in service failures

Business knowledge relating to the sales cycle, credit, shipping, and customer order management

Ability to work with a broad…