Care

Lincoln, RI

Customer Service Representative

1. JOB PURPOSE

This position is responsible for customer relations, invoicing, order processing, and provides direct support to the customer and sales force. Exhibit behaviors and qualities that will Create Customer Success!

 

2. PRINCIPAL ACCOUNTABILITIES

2.1 ORDER PROCESSING

  • Receive customer service calls, emails, and faxes
  • Process orders accurately and timely, ensuring product, qty, pricing, and notes are accurate
  • Handle customer inquiries
  • Customer follow-up
  • Communicate stock outs and customers’ future needs to sales force and materials management
  • Maintain Customer Files as required for contacts, shipping requirements, notes, locations, etc.
  • Run daily open order report to ensure all orders have shipped or have been released to warehouses.

2.2 VENDOR DIRECT ORDER PROCESSING

  • Process orders
  • Initiate order with materials management
  • Customer follow-up, tracking, closure of orders

2.3 INVOICING

  • Review bills of lading, lots shipped, customer pricing and product cost
  • Correct and question any potential invoicing issues
  • Generate invoices

2.4 SALES AND SECONDARY SUPPORT ROLES

  • Provide direct support to management and sales staff as required
  • Must become an expert in operating systems
  • Establish relationship with customers to foster trust, reliability, and more business
  • Interaction with materials management/purchasing to provide highest level of customer satisfaction
  • Price increase entry /Price Management
  • Field any customer complaints and work with sales/operations to remedy
  • Maintain customer complaint log and On Time in Full Tracking Metrics
  • Process sample orders
  • Special projects as required

 

3. KNOWLEDGE AND EXPERIENCE

The candidate is required to have a minimum of three years’ experience in customer service. Additional experience in chemicals, sales support, or systems would be beneficial.

Attention to detail, organization, and communication skills are a must. Individual must be fluent in Microsoft Office, Outlook, and have strong computer/technical skills (typing, navigation, functionality).

The candidate must demonstrate exceptional interpersonal and communication skills, maintain a positive personality, and can-do attitude. He/she will be responsible for interacting with customers, colleagues and management on a daily basis. The ability to work in a team environment, prioritize work assignments, and act independently to resolve potential conflicts are all requirements of this position.

 

Contact Nicole Panko at npanko@maroongroupllc.com