About The Role

Establish and grow relationships with customers by communicating, advocating and resolving issues.
Responsible for order entry and/or maintenance for assigned accounts.
Effectively handle inbound phone calls from current and potential customers
Communicate and follow up on order confirmations, changes and cancellations to both customers and internal team members.
Understand customer needs and requirements by providing exceptional customer service
Determine efficient shipping methods for order fulfillment and track orders to ensure they are shipped and delivered in a timely manner.
Review plant delivery schedules versus requested dates and resolve any conflicts. Track and communicate any changes and potential service issues to the customer.
Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
Communicate with Sales Representatives, Purchasing, and Management as needed.
Process claims which includes any shortages, damages, quality issues and any miscellaneous items.
Initiate the issuing of credits, return authorizations and pallet returns.
New account information entry as well as maintaining accurate information on current accounts.
Performs other duties as assigned.

Minimum 2-3 years customer service experience preferred required.
Strong verbal and written communication skills.
Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Associate or bachelor’s degree preferred but not required.
Strong time management and multi-tasking skills.
ERP experience required (ex. SAP, Sage).
Ability to work with all areas of the business including plant and sales personnel.