What are the responsibilities and job description for the Customer Service Representative (CRS) position at DRVM?
Customer Service Representative (CRS)
Due to the strong demand for our products, Qunol has an immediate opening for an enthusiastic, dependable Customer Service Representative (CSR). As a CSR for Qunol, you will be the primary link between Qunol and the customer. You must be flexible, show initiative, and be willing to go the extra mile to satisfy the customer, while also participating in all areas that support the customer. The CSR is responsible for processing customer orders, responding to questions or requests via telephone, fax, email or EDI, and any other duties assigned. This position is located in Pine Brook, NJ and is regularly scheduled for Monday – Friday.
QUALIFICATIONS:
- 3-5 years order entry/customer relationship building experience
- Excellent written/oral communication
- Ability to organize and enter large amounts of data efficiently with accuracy
- Strong attention to detail
- Strong organizational skills
- Strong service and customer relationship building skills
- EDI experience required
DUTIES AND RESPONSIBILITIES:
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- Process orders via EDI
- Proactively monitor exceptions and errors for timely order processing
- Manage order entry and manual order changes for customers
- Provide pricing and availability to customers, including maintenance of updated price lists
- Identify and communicate lead times and order status; expedite when necessary and monitor backlog to ensure on time shipping
- Prepare daily reports on inventory and backlog for internal use
- Coordinate with Planning/Shipping to meet required delivery dates
- Furnish shipping reports to designated accounts, designed to customers’ specifications
- Set up new parts for customers via Customer’s Portal
- Maintain up-to-date filing system of sales orders, PO’s and other related reports
- First point of contact in resolving customer issues (e.g. order status/expediting/ETA’s/shipping inquiries) and last point of resolution. If not, know when and who to escalate
- Enter RMA requests and follow-up completion of RMA documentation process
- Be effective liaison between Sales and Customer on all issues
- Communicate with Planning, Finance, Marketing, Sales ,Operations and Shipping for efficient order processing