Customer Service Rep II

Purpose of the Position

Supports and serves the needs of the assigned customer base by providing outstanding customer service in the performance of the daily receipt and entry of orders. Acts as the first point of contact for managing customer inquiries and requests, and leads issue resolution efforts by working with the appropriate departments within the Company and through direct communication and follow-up with customers.

This is a Salary Non-Exempt position.

Processes orders received through various platforms such as EDI, email, fax and phone. Processes orders daily to execute deliveries to customers through data entry, date changes, error correction, and printing and filing of related documentation/paperwork. Performs any other assigned tasks to ensure accurate and timely order processing. Adheres to internal control procedures when processing customer purchase orders, credits, rebills, etc.

Works closely with and on the behalf of customers. Demonstrates strong interpersonal, communication and negotiation skills to effectively support the Order Center by communicating and following-up with customers, as needed, for the purpose of problem resolution to include, but not limited to, product availability, pricing, lead time, and/or delivery. Coordinates with other functional areas including Supply Chain, Plant and/or outside warehouses.

Maintains accurate records and tracking of all information related to customer interaction, key indicators, and reports for assigned business units. Prepares or contributes to reports with accuracy and timeliness. Contacts other personnel to obtain additional data for reporting, as necessary.

Writes and/or maintains Standard Work Instructions for the Order Center to ensure consistent use of best practices.

Partners cross-functionality on inventory matters, including fulfillment with personnel from Sales, Supply Chain, Logistics, Production and/or Warehouse Operations. Works closely with Sales Managers to fulfill customer and supply chain demands, occasionally by purchasing or selling products. Partners with Sales Managers, Supply Chain, Logistics, Production and/or Warehouse Operations to proactively prevent customer shortages.

Include direct order entry, accounts receivable processing (or serving as a backup resource for that responsibility), maintaining a Customer Comment Database (or serving as a backup resource for that responsibility), maintaining State Licensing and Tonnage reports (or serving as a backup for that responsibility) and/or logistics appointment line responsibilities.

Participates in the ongoing development, communication and implementation of team concepts, programs and policies; coordinates work to ensure best practices with all team members. Attends appropriate team meetings. As a member of the Team, fosters strong cohesiveness regarding all major issues; e.g., direction, annual plan, budget, policy changes, etc. Accepts responsibility to quickly identify any areas that lack cohesiveness, bringing them to the attention of the team leader and working with the team in a supportive manner to resolve issues and actively look for ways, and reinforce actions needed, to achieve synergy possible within the larger organization.

Is familiar with Simmons’ established operating systems (e.g. quality, security, office environment, company policies, LEAN); understands the responsibility to maintain familiarity with the systems and this position’s role in support of these systems - including a consideration of the impact of individual actions on the systems and the responsibility to communicate concerns and improvement ideas.

This position description is intended to guide the activities of the person in this position and is not intended to limit the thinking and creativity of the person as to the work of this function nor is it intended that this describe all the work that may be required…