Sr Customer Service Rep

Job Summary:

The Customer Service Representative ensures the seamless coverage of customer needs through the order cycle. Act as a liaison between the customer, outside sales, and internal departments, and facilitates the resolution to both short-term and long-term service issues. These objectives are accomplished by providing assigned customers with services based on their specific customer or company service identified standards. May refer complaints of service failures to designated departments for investigation. Enters customer information and orders received into internal systems to keep a record of all transactions and correspondence.

Essential Functions (These are not intended to be all inclusive and are subject to changes):

• Possesses customer knowledge and awareness. Knows and understands each assigned customer, the products purchased, and the order requirements. Also, proactively handles situations to avoid delays and additional costs, and understands service expectations.
• Has strong knowledge of customer’s document requirements, shipping needs, and other standard and unique expectations.
• Prepares customer order information for system entry. This may include order consolidation, verifying product codes and quantities, confirming pricing through trade agreements, preparing quotes and any other special pricing, configuring pallets and pack sizes, and insuring all applicable charges are added to the confirmed sales orders before invoicing.
• Communicates with customers to keep them fully informed about service-related issues and service offerings including currently active sku’s, discontinued items, and LTO’s.
• Communicates with customers and/or Sales Account Manager around daily order fulfillment issues such as packaging and labeling requirements, lead times, pricing, and shortages.
• Use Excel spreadsheets to facilitate the flow of information related to master database records between the customer and Taylor Farms Southwest including working with the Taylor Farms National IT team for opportunities with inbound EDI PO’s and outbound EDI Invoices.
• Alerts Sales Account Managers about issues based on customer interactions. Working daily alongside the Production Planning team for order processing and the Dispatch/Transportation team for Invoicing and Shipment concerns.
• Issues requests for returned product and invoicing discrepancies including initiating the return/credit process through a thorough internal investigation.
• Serves as a resource for special project work within the group including working with multiple departments within the organization.
• Actively engages in continuous work process improvement.

Job Requirements:

• Highschool diploma or higher
  
• Must be at least 18 years or older
  
• Associate or bachelor’s degree preferred
• Excellent oral and written communication skills through both email and phone in English
• Ability to use sound judgment when making service-oriented decisions that have financial implications
• Flexibility, adaptability, and stress management are important qualities to possess
• Knowledge of Microsoft Office is required with special focus on Excel; knowledge of EDI Orders, and microsoft D365 system is a plus
• Ability to manage multiple tasks while paying close attention to details
• 1-3 years of related experience
• Ability to work weekends, holidays with flexible work arrangements