Customer Service Representative

Key Roles/Resposibilities-

• Customer Contact – Serve as the primary point of contact for customers regarding orders, inventory, and shipments. Communicate with customers by phone, email, customer portal, or EDI, ensuring all inquiries are handled in a timely, professional, and customer-focused manner.
• Order Entry – Receive and process customer orders through email or customer portals. Enter orders accurately in SAP, confirm product availability, schedule orders when inventory is not available, and communicate confirmations or updates to customers. Manage order changes, cancellations, pricing confirmations, shipping location updates, quantity/date adjustments, and material changes as needed.
• Stock Availability Review – Review SAP inventory screens to determine available stock, committed inventory, and production needs. Communicate availability to customers or coordinate with scheduling to secure production timing when stock is not available.
• Shipment Management – Create bills of lading once inventory is ready to ship and monitor shipment status through SAP reports, customer status reports, and other available tools. Coordinate with the shipping department on shipment method, terms, and timing to support on-time delivery.
• Status Reports – Compile and update customer status reports for key accounts as required. Reports may include inventory status, customer item codes, purchase order numbers, production run dates, and production quantities.
• Complaint Management – Enter customer complaints and non-conformance information in SAP once received. Process return orders and return bills of lading when approved, using information provided by the Quality Service Representative.
• Incoming Customer Inquiries – Respond to incoming calls from potential customers seeking stock products. Refer larger-volume opportunities, custom designs, or specialized sales inquiries to the appropriate Sales Representative.
• Pricing – Confirm customer pricing based on purchase quantity, including total quantity purchase pricing for applicable decorated items. Forward updated pricing agreements to the Pricing Coordinator to ensure current and accurate pricing is maintained in SAP.
• RFQ Support – Enter requests for quote when the Sales Representative is unavailable, while recognizing that quote ownership remains primarily with the Sales team.
• New Material Requests – Submit requests for new material numbers when new business is awarded, new decoration copy is created, or a new pack design is required.
• Customer Specifications – Route customer specifications for internal review and approval. Once all required departments have completed their review, communicate approval status or required revisions to the customer.
• Inventory and Production Status – Monitor inventory levels and production schedules, notify customers as product becomes available, and communicate any schedule changes or delays that may impact customer orders.

Essential Experience:

• Experience – 2 to 4 years in Sales/Marketing Operations, Customer Service
• Computer Microsoft Office, SAP HANA preferred
• Problem Solving, organizational and communication skills required.
• Solid technical and financial understanding along with strong relationship skills.
• Solid understanding of the functions and processes involved in sales/account management and Supply Chain logistics