The Customer Service Representative (CSR) will report to the Customer Service Director and be the contact for our customers in North America. The CSR will from time-to-time communicate with our offices in Germany and Mexico. Therefore, working with different cultures is essential.
It is important to recognize fast-moving products, track demand and stock-on-hand, frequently. Therefore, the CSR will help track inventory stock levels and understand import lead-times as a guide to determine product availability. The CSR should have an understanding of Incoterms.
Knowing the customers by name, their products, location, demand profile and individual preferences is very important. There will be occasional direct shipments from Germany or Mexico to US customers.
The CSR will be responsible for accurately taking customer orders by email. Careful attention must be paid to specific product names, package sizes and hazard classes. The CSR will be called upon to provide customers with written order acknowledgements/order confirmations. Experience Order Entry · Be familiar with the Order-to-Cash Process from Order Entry to Invoicing customers; timely and accurately · Have an excellent phone presence, writing skills and be a very focused listener · Respond to inquiries via email or by phone
Verify all POs received for accuracy and advise customers of product availability when necessary
Manage open orders and backorders to customers and management as needed
Be responsible for some Master Data functions involving customer account creation and updates to their information
· Logistics · Schedule and follow orders with the warehouse and logistics companies
Responsible for creating bill of ladings for some shipments
· Have experience with carriers for ground shipments Administrative · Light administrative support to Management. · Ability to multi-task · Other duties as required in order to make a complete and satisfying contribution to the success of the organization.
Additional Requirements: · Bachelor’s degree or 1-3 years of customer service/order entry experience preferred · Strong interpersonal and relationship building skills
Ability to multi-task
Experience with Microsoft Outlook, Word, Excel, and PowerPoint
Experience in SAP, Oracle, Navision, or other ERP system is desired
