The Customer Service representative manages order process from order receipt to delivery to the customer for their assigned customers and has ownership of the entire transaction as well as problem resolutions.
Duties and Responsibilities
Responsible for overseeing the order and return process from start to finish of assigned customers. Follows up on any internal delays as well as communication delays/problems/changes to brokers and/or customers.
Processes orders from both assigned customers and unassigned customers as needed as well as sets up new accounts.
Communicates with brokers, customers, and JBSS Business Managers on an ongoing basis to address questions, issues, or concerns on orders and Customer Service opportunities. Development of strong relationships with Business Managers and customers is essential to the success of this role. In addition communication with cross functional team is required to full-fill customer orders.
Maintains special instructions on key accounts that have special handling as well as maintain updated customer profiles. Ensure this information is updated and current at all times. Actively pursues cross training your primary and secondary back-ups to ensure best in class customer service during peak season or when out of office occurs.
Processes returns, credits, re-bills, etc. for both assigned and unassigned customers as needed. Communicates with Traffic and Billing to help complete the process.
Assist team members: answers others’ phones when they are away from their desk; takes messages; processes their orders as needed.
Publish Customer Performance Scorecard Reports on a monthly basis to Business Managers and Manager. Analyze trends and make recommendations to improve performance in order to meet or exceed key goals. (Order Fill, Case Fill, Lead-time, and On-time Delivery goals)
CPG experience a plus with a large established company
Extensive customer service experience, trained and knowledgeable with Order Management. Technical aptitude.
Min 2 years or more
International experience a plus with Supply Chain logistics, custom documentation, and familiar with International terminology.
Analyze complex situations, provide recommendations, and find practical resolutions
Professional Maturity/ Strong Interpersonal skills – handles sensitive, confidential information with poise, stays calm and welcomes positive and constructive feedback.
Advance Technical Skills Mainframe and all Microsoft applications.
Associate Degree – Business Related field required.