Job Details
** Customer Service Rep**
**Job Category****:** Customer Service **Requisition Number****:** CUSTO001245 Showing 1 location **Job Details**
**Description**
Position Summary: (Cary, NC) This position reports to the Customer Service Manager and is responsible for providing professional customer service and ensuring the organization understands and adheres to its customers requirements. This position will be the key liaison between Verdesian and its customers and will ensure the order process is executed accurately, including receiving the order, order entry, establishing available-to-promise via current inventory or production, order shipment and tracking, order delivery, and customer invoicing; all while keeping internal and external parties apprised of the order status. This position will also take the lead to ensure customer issues are discerned, documented, resolved, and communicated effectively internally and with the customer.
Responsibilities:
Front Line Customer contact that ensures the order process is executed timely and accurately.
steps include
* Acknowledging receipt of Customer Purchase Orders (POs) within one hour of
receipt
* Entering order into ERP system before close of business the day the customer PO is
received
* Establishing estimated ship date based on current inventory or production plan
* Ensure Order shipment and tracking, order delivery, and customer invoicing within 24 hours
of shipment
* Maintain accurate estimated Ship Dates for orders by communicating and coordinating with the Site Production and Logistics Coordinator as well as Production Distribution Planner to define date based on input supply and the production schedule
* Effectively implement pricing and programs to ensure accurate execution of invoicing customers
* Properly enter new customer ship-to information for existing customers to support an accurate order-to Invoice process. Ensure properly labeled product is shipped to our customers based on the state regulatory label requirements
* Provide real time feedback and input to Site Production and Logistics Coordinator and/or Production Distribution Planner on changes in customer product requirements
* Coordinate logistics with public warehouses and manufacturing sites which includes coordinating daily shipping with Third Party Logistics Provider, printing bill of lading, and sending shipment releases to warehouses and/or manufacturing sites
* Communicate any product shortages to the Production Distribution Planner and work with the operations team on issue resolution and contingency planning
* Provide weekly updates on the status of open orders and invoice orders within 24 hours of
shipment
* Ensure prompt resolution for all customer issues by working with appropriate department to identify root cause and implementation of corrective and preventative actions
* Provide support to Inventory Control Manager and Account Receivable Specialist for inventory reconciliation and customer billing questions or issues
* Actively participate in efforts with commercial, operations, and finance by continually providing customer feedback to enable Verdesian to meet both the customers and business needs
* Oversees and facilitates daily logistics activities and grants approvals for requested spends for expedited shipments requested by sales, customer service, or plant facilities
Desired Skills and Experience
Bachelors Degree Preferred or equivalent Customer Service Experience
Professional approach to work with Customer Centric focus
Bilingual candidate preferred
Prior agriculture knowledge and International shipping experience
Clear & concise communicator with external customers as well as production, planning,
regulatory, commercial, and marketing teams
Computer skills must include experience with ERP, Excel, and Word
Excellent verbal and written communication skills
Highly Organized, detail oriented with respect to documentation and compliance
Good problem-solving skills
Ability to multi-task and maintain composure in fast paced environment
Must be able to work scheduled hours on a rotating shift
Team player with the ability to work with minimal supervision
**Qualifications**
**Skills**
**Behaviors**
**Required**
**Team Player****:** Works well as a member of a group
**Detail Oriented****:** Capable of carrying out a given task with all details necessary to get the task done well
**Dedicated****:** Devoted to a task or purpose with loyalty or integrity
**:**
**Motivations**
**Required**
**Self-Starter****:** Inspired to perform without outside help
**:**
**Education**
**Required**
Bachelors or better in Business Administration or related field.
**Experience**
**Licenses & Certifications**