Coord, Customer Service

JOB FUNCTIONS

Essential job functions:

Customer Service Support
 Support key customers that require special handling, including distributors
 Coordinate technical support requests and questions/answers between CSR and technical team – maintain knowledgebase
to ensure that those answers are updated and clearly explained 
Inspect quality of product labels to ensure items are printed in accordance with specifications and without typographical
errors 
Respond to customer inquiries from our website and through direct email
 Assist with maintenance of product creation and pricing in SAP
 Respond to CSR inquiries about blocked orders, accounts, credit inquiries
 Support finance department with credit card issues as required
 Coordinate Customer Authorization program including providing new codes and answering customer inquiries
 Issue credits, debits and sales tax refunds as needed
 Coordinate timely processing of order investigations, including credit and debit memos
 Monitor daily auto order program to ensure release of all orders on time
Order Fulfillment Support
 Work with warehouse to ensure product inventory meets the needs of pending orders
 Work with purchasing and warehouse departments to monitor status of back ordered product
 Work with large distributors to process orders and monitor shipping timelines
 Support QC department with product releases
 Support Label Coordinator in helping to ensure house labels are properly use by the warehouse – including proofing,
releasing labels, and maintaining the label revision/bulk spreadsheet 
Evaluate and process RMAs 
Prepare daily reports needed to maintain workflow

 Support warehouse with any orders not processing through the system correctly
 Monitor daily order status to ensure timely order fulfillment
 Monitor and release back orders as needed, proving ETAs when possible

Secondary job duties:

Back-Up for All Customer Service duties as needed, including:
 Confers with customers by phone or in person and receives orders and requests for information 
Confers with production, sales, shipping, or common carrier personnel to expedite or trace missing or delayed shipments
 Answers routine questions from customers regarding product information
 Consults with customers on private label design requirements as needed 
Review and offer suggestions for the handling of Order Investigation Forms 
Other duties may be assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability required.

Education: 
High school diploma required. College degree with knowledge or educational training in nutrition or related field is a plus.

Experience:
 Minimum of three years’ experience as a Customer Service representative, one of those years being as a lead, supervisor, or
administrator, is required.

Skills & abilities:
 Must be detail-oriented
 Accurate data entry skills
 Able to work independently and with a team
 Able to multi-task and prioritize
 A pleasant phone manner and out-going personality are essential.
Computer skills:
 Must be proficient with Microsoft Office Suite applications – Immediate to Advanced Excel skills required. Must be familiar
with database/order processing software systems. SAP experience a plus.

OTHER INFORMATION

Supervisory Responsibilities:
 None

Work Environment:

This position works in an office environment which is temperature controlled and in a manufacturing environment where there
is varying temperatures and dust.

Physical Demands:
 Must be able to sit or stand as needed to get tasks completed

Travel:
 None

BENEFITS

Pay: $26.00-$26.40 DOE

Schedule: Monday-Friday 7:30AM-4:00PM

• 401(k)
• 401(k) Matching
• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Tuition Reimbursement
• Paid Time Off

Experience

• 3 year(s): Minimum of three years’ experience as a Customer Service representative, one of those years being as a lead, supervisor, or administrator, is required.

Education

• High School or better