Customer Support Representative

• Utilize SAP transaction codes / CRM to process orders / requests accurately and efficiently.
• Enter and update customer orders in the SAP system via phone and email requests, ensuring timely and accurate data entry through necessary communication.
• Monitor order shipments using ADSI software and carrier websites.
• Manage document requests including invoices, credits, debits, packing slips, order confirmations, and proof of delivery.
• Provide customers and sales representatives with an update on orders, quotes, returns, product audits, credit, and invoice rebill statuses.
• Inform customers and sales representatives about the progress of open items such as quote and order processing, product audits, and line routes.
• Supply customers and sales representatives with essential account balance details regarding invoices awaiting payment.
• Handle credit and debit memo requests per departmental policies.
• Assist in resolving transactional discrepancies and addressing customer complaints to achieve resolution.
• Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and research to furnish proof of delivery upon request.
• Respond to typical product inquiries as the initial point of contact. May be tasked with handling customer credit card payments.
• Manage and resolve at least 40 Emails / calls daily within an inbound call center setting, engaging with sales representatives, customers and various internal departments.
• Attend and actively participate in departmental training sessions and communication meetings.
• Promptly brings concerns and intricate issues to the attention of the leadership team.
• Sustain consistent performance levels in adherence to established KPIs concerning phone and system usage, while also upholding the quality of work to acceptable standards.
• Make required updates in SAP or the CRM Portal as per the process and its guidelines.

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