Customer Service Representative

Customer Service Team Member

$19.85/hr (W2-Contract)

Shift: 8am - 5pm CST (9am - 4pm EST)

Remote

Description:

This role is responsible for providing dedicated support for our customers and business partners by processing orders and inquiries. The CSTM will research and resolve issues for our Customers and business partners using CCR order management systems based on established service level agreements.

Position Activities / Responsibilities:

• Provides single point of contact for Customers. Responsible for receiving phone calls and emails from customers or internal stakeholders and entering them into the Inquiry Database. Customer issues and resolutions must be captured and documented correctly
• Manage Customer Orders - Create orders as needed to meet Customer Requested arrival dates while minimizing cost to serve.
• Responsible for working with appropriate CCR stakeholders in Sales/Brokers and Product Supply System to resolve issues and provide resolution to customers.
• The work is transactional and focuses on resolving issues for one order at a time.
• Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
• Recognize trends with customers’ orders and issues. Evaluate, suggest, and work with Manager to reduce customer order issues. Recommend systems and process improvements for Product Order Management.
• Ad hoc projects – Assist Product Order Management with special projects as needed.
• Possible types of activities managed: Order entry; Expedited orders; Customer order change request; Customer pick up; Customer credits; Transportation issues; Product cuts; General product information; Over, short, and damaged process; Transportation method change; Process order changes based on delivery block reports; Credit hold resolution; Vendor managed inventory; Duplicate, missing, or incorrect orders; Website troubleshooting; Identification and correction of EDI order issues; System uploads for large orders and returns; Website Registration assistance; Transportation Pool Schedules; Order scrubbing to adhere to CCR policies; Item Conversion; Combining two or more orders to ship together.

Key Skills:

• Strong Customer Service, problem solving, issue resolution, quick thinking and great communication and writing skills.
• Building collaborative relationships with Product Supply System operational staff.
• Knowledge of CCNA PSS, Order Management, and Customer Services processes and systems.
• Sense of urgency, Very detail oriented, and able to provide clear and thorough documentation in the Inquiry Database.
• Must be able to operate independently with minimal daily supervision.
• Express ideas precisely, persuasively and effectively; listens and responds appropriately to Customers and co-workers and all levels of management in an effective, professional manner.
• Commitment to and passion for continuous improvement.

Required Education and / or Experience

• High School diploma; GED equivalen
• 1 year Customer Facing role
• Superior Communication skills; Excellent technical skills (SAP, SAP IC, Microsoft Excel, Microsoft word, sharepoint); Excellent problem solving skills; Customer relationship skills; People relationship skills

Preferred Education/Experience:

• Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience
• 3 years in Customer facing role
• Manage customer issues, analyzing opportunities and providing system and process solutions that meet or exceed Customer expectations; Proven record of successful Customer relationship skills; Proven Communication skills; Proven Operational experience

Job Types: Full-time, Contract

Pay: $19.85 per hour

Experience level:

• 6 years

Weekly day range:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Manufacturing: 1 year (Preferred)
• Customer facing: 3 years (Required)
• SAP CRM: 1 year (Required)

Location:

• Georgia (Required)

Work Location: Remote