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Customer Service Representative - Albany, Georgia

Opportunity: Customer Service Representative 

Location: Albany, Georgia Distribution Centre

Role purpose:
Utilisation of the PRMS/BOSS system, product knowledge and service experience to receive, process and follow up with customer orders and inquiries to ensure customer satisfaction. To work directly with Inventory Control and Sales Department(s). Interpreting and responding to market and service related information. Assist Sales Representatives as required.   

Key accountabilities:
Business operations:
  • Understand and adhere to all PRMS requirements relative to business and operating procedures.
  • Receive and process customer orders promptly, accurately, and professionally ensuring that service standards are met.
  • Monitor customer activity by interpreting customer input, securing details to be coordinated with Sales, Inventory Control, Credit Department(s) or others as required to resolve customer inquiry.
  • Submit on line tracking requests through UPS and Fed Ex. Provide more timely resolution.
  • Establish and maintain cross reference data files for generating customers’ special products and development of special labels.
  • Provide coverage for all 800 phone lines, responding to customer calls with “one stop”.
  • Provide service support for all Telemarketing business.
  • Monitor open orders and advise customers on any problems or changes in order status as required, offering product substitutions. Works judiciously customers resolving problems by communicating with proper departments to resolve.
  • Maintain and update, as required, major accounts or assigned account profiles to include specific service requirements and customer peculiarities.
  • Maintain overall account knowledge, cross training, of other Reps’ accounts to provide continuity in service and customer satisfaction.
  • Work with Customer Service Supervisor in the resolution of any returns, invoicing adjustments, involving assigned accounts or general accounts.
  • Work with Customer Service Supervisor in establishing new service procedures as requested by Sales or accounts.
  • Strive to grow product knowledge through development.
Sales & Marketing:
  • Coordinate closely with Sales and Marketing in setting up target programs.  Monitoring target accounts and determining results of this program as required.
  • Assist Sales in obtaining new business or maintaining existing business.
  • Coordinate with Credit and Sales Department in setting up new accounts with correct billing and shipping data.  Establishing credit information.
  • Initiate color formulation and sample requests.  Forward to the appropriate manufacturing location(s).  Coordinate with customer the approval/rejection process.
  • Initiate, manage, and resolve customer complaints and submissions to QC/QA.  Keep customer and sales apprised of status.
  • Manage Credit Card Order System.
    • Authorize funds to assure availability.
    • Release customer orders from Credit Card Hold.
    • Execute settlement of charges.
    • Document sales and provide data to Accounts Receivable.
  • Coordinate notification of customers’ with cash in advance terms, release orders from credit hold, and shipment or cancellation of orders.
  • Make determination to waive credit amounts under $25.00 to reduce costs.                    
Customer Satisfaction:
  • Customer Service Reps are responsible for business ranging from $5 million to $20 million annually.  
  • Proactive communication to Sales and Management is necessary to maintain this high volume of business.
  • Receive and act with a high sense of urgency upon customer inquiries to service, product application, complaints, and possible substitutions, resolving directly or through other Coats America departments.  Initiate appropriate to perform customer service processes. Work with Customer Service Supervisor in resolving any unusual problems.
  • Coordinate shipment and tracking of orders through the Traffic Department to ensure the most economical mode of transportation.
  • Empowerment of Customer Service Representatives to make instant service determinations thus adding value and increasing customer satisfaction:
    •          Accommodating customer returns.
    •          Waiver/negotiation of restock fee on returns.
    •          Price overriding.
  • Be sensitive to subtle indication of changes or dissatisfactions and report same to Customer Service Supervisor or Sales as appropriate.
  • Investigate and recommend resolutions to customer inquiries requiring credit, debits, POD’s, returns, and quality complaints from customer accounts after obtaining proper documentation: invoices, packing slips and all customer service documentation.     
Education, Qualifications and Experience:
  • High School Diploma (College preferred)
  • Minimum experience required:  5 years’ experience in a position requiring direct contact with customers
  • Analytical thinking
  • Good written and verbal communication skills
  • Knowledge of order processing and data base maintenance
  • Proven ability to handle difficult customer situations
  • Knowledge of Microsoft Office (Word, Excel, PowerPoint)