Customer Service Rep.

JOB DESCRIPTION

Title: Customer Service Sales Support Department: Customer Service

Reports to: Director, Customer Service Effective Date: January 2022

Summary of Position

As a key member in the customer service department you will provide customer support to Bake'n Joy’s customers and will be responsible for customer satisfaction by building rapport and maintaining a high level of professionalism. Responsibilities include working closely with internal teams: sales, brokers, production, quality assurance, warehouse and transportation to fill customer orders and answer related questions on a timely basis.

Primary Job Duties

• Receive customer orders via telephone, fax and electronic data transmission software.
• Process orders by pricing and keying into the JD Edwards Enterprise One system.
• Email order acknowledgements to the customer, sales representative and brokers to confirm purchase orders, pricing, delivery date and any additional information.
• Work with production master scheduler to ensure that products are manufactured in time for shipment of customer’s orders.
• Notify CS Manager if issues arise with orders and respond to effectively.
• Address any customer complaints i.e. products, inventory, shipment etc and communicate with internal departments for problem resolution and tracking purposes.
• Support sales staff with customer requests/needs.
• Follow up with quality assurance to ensure products for customers are tested and available for order and shipment.
• Follow up with Transportation department to ensure carrier deliveries are scheduled and ready for shipment based on customer due date. Call Trucking Company for Proof of Delivery.
• Maintain contract price files for the accounts that you manage.
• Monitor credit hold to ensure that orders are released timely for shipment.
• Work with Tech Kitchen to process sales/customer sample orders, check for shortages and notify sales/customer of any issues.
• Coordinate sample orders to ride with common carrier shipments to save overnight charges
• Generate (Short Report) and verify shortages using Supply & Demand and Inventory Summary Inquiries.
• Enter the credits daily and at Month End.
• Generate Invoice Register Report and email to the Executive Group.
• Use Sales Discovery or Hubble Software to generate reports and inquiries to manage the forecast for your accounts.
• When needed enter customer returns into the system and coordinate with warehouse staff.
• Research customer deductions for samples, damages etc. Contact buyers when necessary to investigate deductions.
• Maintain product templates (shopping lists) for your customers.
• Set-up new accounts (bill to & ship to) in system
• Manage forecasts for your accounts.
• Use iTrade software to manage EDI customer orders
• Work with IT on the set-up of new EDI customers
• Notify inventory control of any customer mis-picks that could effect on hand inventory quantities.
• Understand all safety rules and procedures and follow them at all times.

Job Requirements:

• High school education
• Minimum 2 years of customer service experience (call center experience a plus)
• Advanced use of Microsoft Office products (Word & Excel)
• Working knowledge of standard order entry software used in a manufacturing environment
• Demonstrate consistent attention to detail and commitment to accuracy
• Exhibit strong interpersonal skills for ongoing communication with internal and external customers
• Ability to work in a fast paced environment effectively
• Consistently demonstrate a high level of professionalism with internal and external customers
• Effective telephone skills coupled with active listening skills

Not a comprehensive list of duties. Duties may change without notice at management’s sole discretion.