Associate Customer Relations Specialist

The AssociateCustomer Experience/Relations Specialist manages customer service and support for assigned customers and Sharp subsidiaries from point of order entry through delivery with a strong focus on adherence to Corporate Policies, excellence of customer service and reduction of order cycle time. Working in conjunction with Supply Chain and Sales Teams to provide customers with insights into order status, inventory availability, and tracking. Measures key components of customer service and the order fulfillment process.

• Monitor all methods of order entry including EDI, Web, fax, etc.
• Perform order administration for assigned customers
• Monitor daily Zoft order flow reports to ensure orders are expedited
• Process and fix sales order related Idoc errors
• Manage direct ship orders and coordinate necessary information flow between factories and customers
• Collaborate with internal teams as primary point of contact to answer customer and vendor questions and inquiries as it relates to customer service activities
• Assist Supply Chain team to determine demand timing for customer orders as well as provide visibility to customer on allocation of constrained models
• Return approval requests and follow through to closure in a timely fashion
• Enforce polices and esclate necessary exception requests as required (returns, credits, request to expedite orders etc)
• Monitor, report, and dispute customer compliance charge backs
• Continually look for automation opportunities
• Expedite resolution of customer issues to ensure customer satisfaction
• Monitor errors or exceptions, identify root causes and make recommendations to management to continuously improve the order fulfillment processes
• Review and approve all reconciliation debit and credits
• Serve as point of contact for customer issue resolution for assigned customer groups
• Leverage web based tools and reports to provide highest customer service in effort to exceed customer expectations
• Participate in and/or complete projects as assigned
• Identify customer deductions for compliance charges and updates tracking database identifying responsible Business Unit and reason for the charge. Partner with cross functional teams to validate deduction
• Help Finance resolve chargeback discrepancy issues by working with Sales and Customers
• Work cohesively with Collection Analysts to justify Denials and achieve goals
• Assist Management with any post audits and or special projections upon request
•  

• College Degree Required
• Some Customer Service Experience preferred
• SAP knowledge preferred but not required
• Excellent verbal and written communication skills
• Strong skills in Microsoft Word and Excel
• Strong interpersonal, communication (both verbal and written), analytical and decision making skills are required

ABOUT US: Sharp Imaging and Information Company of America (SIICA)

Markets office technology products and solutions that help businesses to boost productivity, streamline workflow and reduce costs. SIICA is comprised of two separate sales channels: Sharp Business Systems (direct sales division) and channel sales which represents all resellers and distributors that market Sharp products and solutions for businesses in the US and in Latin America through SIICA’s Latin America Group (LAG). 

Compensation for this position

The compensation range for this role is $46,000-59,000. The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Employee perks 

• Flexible hybrid work schedules.
• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.  Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and wholistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered.  Local candidates only, please.