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Job Title: Customer Care Representative II
Job Location: Research Triangle Park, NC
Job Duration: 12 Months of Contract
Job Description
Job Location: Research Triangle Park, NC
Job Duration: 12 Months of Contract
Job Description
- This is an analytical role with heavy multitasking required.
- As a Customer Care Representative, the incumbent will use SAP and MS Excel very heavily to manage multiple processing priorities about customer orders and financial information within client processing software.
- As the Customer Service Representative, you'll be responsible for the entire order fulfillment process for assigned channel partners.
- The order fulfillment process includes order entry, issue resolution, shipping, and invoicing.
- You will proactively take necessary action to remove obstacles between a customer's requirements and client ability to satisfy them while making decisions within established guidelines.
- The successful candidate will build strong relationships with channel partners and seek ways to improve their customer experience.
- Effectively and efficiently manage order-to-cash process activities such as expediting, basic returns, back-order monitoring, sample and zero-dollar orders, consignment order process, and removing obstacles that may impact customer requirements and client ability to satisfy them.
- Execute Customer Non-Conformance process including investigation and reporting.
- Complete material availability inquiries and price discrepancy reporting.
- Contribute directly to supply chain initiatives of Days Sales Outstanding (DSO), including managing slow-moving or aged inventory reduction via direct interaction with sales/product management and customers.
- Provide consistent quality service and act as a liaison for customers and external service providers.
- Understand and enforce stated business rules and raise awareness of situations where a resolution requires cross-functional coordination.
- Effectively manage more complex projects and timelines for Customer Service including organizing clear key deliverables, establishing, and meeting deadlines, action item management and resolution, information sharing with stakeholders, decision making, collaboration, and final presentation.
- Experienced professional position requiring a strong understanding of Order to Cash, Invoicing, and Reconciliation process.
- Experience using SAP order to cash modules including invoicing is preferred.
- Demonstrated ability to work independently and offer solutions to moderately complex problems.
- Demonstrated ability to take initiative for process improvement and the ability to understand the impact of your work on the broader business.
- A bachelor's degree with 5 years of progressive experience in a related field is preferred (not required).
- Computer proficiency with the Microsoft Office suite of products (Excel/Word) and web-based applications intermediate level of competence with Excel.
- Experience interacting with customers in a helpful and friendly manner to understand.
