Customer Service Specialist

General Summary

The Customer Service Specialist is responsible for processing customer orders and purchase orders to suppliers for new and existing customers. They provide support to customers and account managers by maintaining frequent communication with both and by helping troubleshoot and resolve problems. They are also responsible for ensuring customer orders and purchase orders are completed accurately from purchase to pay. Works under general supervision; a certain degree of creativity and latitude is required; relays on pre-established guidelines to perform the functions of the job.

Working Hours:

Central Time Zone, 8am – 5pm

Principal Duties and Responsibilities

• Maintains a positive relationship and communication with customers and suppliers
• Enters customer orders and supplier purchase orders with accuracy
• Looks up product codes and adds an extra description if required
• Sets up new customer accounts adding special delivery instructions with sales and accounting
• Sends order confirmations to customers for every order
• Co-ordinates changes in delivery dates with suppliers and customers
• Ensures Trace notes are entered for every action on a customer order
• Arranges freight with transportation companies and suppliers
• Adds freight amounts once confirmed, updates order and sends a new confirmation
• Creates new product codes after obtaining required information from vendors
• Request POD’s from suppliers for all customer orders
• Solicits sales orders from existing internal and external customers
• Provides quotes upon request to customers and sales for re-orders
• Ensures custom stocking agreements are signed by customer
• Works with account managers to comply with customer requests to resolve issues
• Co-oridinates customer returns due to supplier shipping errors
• Responsible to ensure AR is kept up to date and follows up with customers for payment.
• Obtains samples from suppliers for new generic or new custom items, secures approval before processing orders
• Works with suppliers that are set up and approved first for major packaging categories
• Compares costing with various approved suppliers and orders from the lowest cost option
• Updates purchase orders where cost is not correct in the system after confirmation
• Follows up on overdue purchase orders with suppliers and keeps PO delivery dates accurate
• Responsible to ensure supplier invoices are processed and paid
• Re-routes vendor invoices where required to MISC AP etc.
• Resolves supplier and transportation invoice discrepancies
• Works with customers systems (Coupa)where required to enter orders and invoices for them
• Helps drive new product sales by communicating unknown products to customers
• Attends various trainings, as needed.
• Prepares various reports and correspondence as required.
• Performs other duties as required.

Job Specifications

Knowledge Required

• Minimum of high school graduate
• Minimum two years of experience in customer services.
• Working knowledge and proficiency in the use of computer and business-related software, including Microsoft applications (Excel, Word and Outlook)
• Working knowledge of various office equipment (computer, scanner, etc.)

Skills and abilities

• Proficiency in the use of the English language in reading, writing and speaking
• Proficiency in the use of business math
• Ability to successfully communicate with all organizational levels
• Ability to communicate clearly via phone and email with co-workers and management
• Ability to organize and prioritize workload and manage time
• Ability to work hours mandated by management
• Ability to pass a drug test

Conduct

• Self-managing
• Highly motivated and enthusiastic
• Good interpersonal skills and good communicator
• Strong organization skills and detail oriented
• Be a team player and support the Company’s goals
• Conducts in a professional manner