Customer Service Rep

Job Summary:

The Customer Service Department is the customer-facing team that serves as the primary contact for the facilities, affiliates and vendors seeking general information, answers to questions and resolution to issues within the requisition to check process.

CSR is responsible for answering and logging all incoming communications via telephone and email; researching and resolving inquires while maintaining adherence to department key performance indicators. Manage and reconcile statements and various reports to avoid and/or addresses credit holds; communicate with Accounts Payable, Purchasing and Cash Management on vendor issues.

The CSR is fully knowledgeable of the requisition to check process along with supporting systems, policies, practices and processes; interacts with other Supply Chain and Finance Departments.

Job Qualifications:

• High School Diploma or GED required. Associates degree preferred.
• Two years purchasing or accounts payable experience.
• At least one year of call center experience.
• Strongly prefer experience with PeopleSoft and Customer Service is a plus.
• Demonstrates strong proficiency in Microsoft Office applications, especially Excel.
• Able to perform basic mathematical calculations, balance and reconcile figures, possess good communication (written and verbal) skills.

Work Environment Hazards:

Work is performed in a fast-paced and challenging office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

Special Physical Demands:

Requires prolonged sitting and computer use. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate reports.

Work Contact Groups:

Facilities, vendors and 3rd party organizations

Job Requirements:

• Ability to deliver outstanding Customer Service experience with external and internal customers/vendors regarding the req to check process and supporting systems and processes.
• Demonstrate competencies in the Accounts Payable and Purchasing modules, policies and practices.
• Answer and log all inquiries and work outputs into the ticketing system.
• Conduct research, escalate, assign and resolve daily inquires. Completes and follows up on open tickets within established timeframe.
• Reconcile vendor statement, expediting purchasing orders and research various reports.
• Establish and maintain rapport through effective communication and timely follow-up with customers, coworkers, management, and outside agencies
• Keeps customers informed if there are delays and resolution outcome.
• Notify Customer Service leadership of any unresolved issue and request assistance as necessary
• Adhere to department performance standards and Key Performance Indicators (KPI)
• Perform other duties as assigned

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.