Customer Service Representative
Communicates with customers by computer, phone, or in person. Resolves issues with production, ordering, shipping and storing of porcelain tile by performing the following duties: Essential Functions: Include the following. Other duties may be assigned. Research customer ordering history for assigned product brand. Consider projections from assigned customer to plan for future production. Participate in production planning team as needed. Receive order forms, determine charges for services requested. Prepares change of address records and issues discontinuance orders. Notifies customer of order process and product availability. Informs customer of new or additional products as well as discontinuance of old product. Tracks promotional prices approved by marketing supervisor and coordinates approval. Schedules customer orders for timely shipment. Research and expedite late shipments or non-arrivals through warehouse or UPS representative. Reports shipping errors and customer complaints to warehouse manager. Adjust inventory and orders in the SAP system to reflect actual shipment when shipping error occurs. Perform periodic location checks for customers. Research lot numbers and product availability within the warehouse for customer inquiries. Work with shipping coordinator to resolve inventory errors in the SAP system prior to shipment of orders. Service assigned accounts within specific product brand. Must conform to team atmosphere within each product brand as well as between brands. Cross train within brand to accommodate customers in the event another account representative is absent. General knowledge of the other brands is required to assist with phone inquiries. Maintain customer files, orders, and billing documents. Generate various computer maintained reports. Perform other incidental duties as needed (i. e. faxing, filing, typing memos and e-mail etc.) Maintains a clean and tidy work area. Adhere to all safety regulations, attend all safety training and wear required safety equipment per related safety SOP'S. Minimum Requirements: Associate’s degree (A. A.) or equivalent from two-year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience.