Responsibilities:

• Interacts with internal and external customers to provide and process information in response to inquiries, concerns and requests about products and services of the company.
• Manage multiple accounts and categories of business simultaneously.
• Daily movement and processing of incoming customer demand orders, including system entry of EDI, faxed and emailed account orders and backorder management.
• Handling of inventory allocation in instances of shortages and working with the customer on DC prioritization in conjunction with the Data Analyst.
• Interface with customers either by telephone, electronically or in person.
• Respond promptly to customer inquiries related to but not exclusive to such areas as shipping status, pricing issues, logistics, etc.
• Manage and resolve customer complaints within established guidelines.
• Generate Weekly Reports to internal and external Customers.
• Manage the order management process from initial request to shipment of product to the customer.
• Work in conjunction with Logistics to ensure on time delivery, allocate inventory, repack and shipping monitor.
• Interface with Account Coordinator to provide necessary customer information to build and optimize customer demand forecast, including but not exclusive to planned promotions.
• Align closely with Data Analyst to work through incoming inventory needs and Priorities.
• Participate in the resolution of invoice issues which includes interacting with finance on issues such as, but not exclusive to chargebacks, deduction, discounts, terms, etc.
• Assistance and completion of essential projects as deemed by the Logistics Manager.
• Material Master Data Maintenance.
• Pricing set up in SAP.

Qualifications:

• Associate’s degree with 2+ years in Customer Service field and or 3-5 years of customer service experience.
• Individual must be customer-centric and be able to understand the customer’s needs and their perspective while at the same time balancing demands and limitations of company services.
• The associate must also be disciplined and organized, self-motivated, and possess the ability to work autonomously yet operate as part of a team.
• The associate must be able to prioritize their work, to work under pressure and to act quickly without compromising quality of service.
• Experience in account management, customer service, inventory management and product development.
• Experienced user in all Microsoft Office programs particularly Outlook, Excel, Word, PowerPoint.
• Technical skills with EDI ordering, SAP, and/or MRP operating system experience preferred.
• Must be process-oriented and must be able to create and comply with procedures and manage timeline for any given task.