Job Details
**Customer Care Representative**
Virtual Req #1616 Monday, January 24, 2022 **Location:** Alsip, IL (Work from Home)
**Summary:** The Customer Service Representative has the responsibility of interfacing directly with all external and internal Griffith customers regarding order placement and status, changes, and any potential delays to sales orders. The Customer Service Representative is accountable for all activities encompassing their clients and orders. This includes the accuracy of information entered, the timeliness of manufacturing and testing, communication to customers of potential delays and the safe and timely delivery of product. The Customer Service Representative is part of the Supply Chain team and collaborates to increase efficiency, determine inventories and maximize effectiveness throughout our internal processes.
**Essential Duties & Responsibilities:**
* Manages all aspects of the customer relationship from Order placement to delivery.
* Creatively works with Scheduling, Planning and Operations to solve problems as they occur.
* Uses Root Cause analysis to put in place solutions to problems with customer orders, shipments, and documentation.
* Builds and maintains customer relationships, as well as department rapport.
* Communicates in a professional manner with external and internal customers by phone, e-mail, and in person.
* Receives and enters orders for products and services by phone, fax, e-mail or mail using predetermined company guidelines.
* Understand basic Supply Chain concepts & applications.
* Works in conjunction with our Sales team and keeps them informed of critical order delays.
* Negotiates lead-times for sales orders using approved Supply Chain guidelines.
* Coordinates authorized returns and adjustments, as well as customer credits.
* Monitors and communicates order status to internal and external customers.
* Maintains impeccable records of orders, products, & client information.
* Maintains customer databases including documentation and certificate requirements.
* Contacts Transportation partners directly for shipment tracing and damage information.
* Obtains Specification Sheets, Kosher & Halal Certificates, MSDSs via Regulatory Request forms.
* Enters and coordinates customer complaints for service and quality issues via our CAPA system.
* Additional responsibilities include: Generating internal and customer reports and the maintenance of client history files.
* Involves the following teams: Quality Systems, Transportation, Shipping, Manufacturing, Purchasing and Pricing, as needed.
* Initiates New Parts according to current process and procedure.
* Responsible for invoicing customer shipments.
**Education & Experience:**
* Associated Degree; Bachelors Degree preferred.
* 2+ years customer service experience with a proven record of success with top level clients.
* Familiarity with ERP systems and their unique functionality is a plus.
* Professional verbal and written communication skills.
* Able to analyze data and problem solve.
* Proficient in MS Office skills, such as Word and Excel.
**Other details**
* Job Family Customer Service
* Job Function Customer Service
* Pay Type Salary
* Travel Required No
* Required Education Associate Degree