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As a Customer Service Representative, you will be responsible for managing the fulfillment of the sales order management lifecycle by ensuring data quality upon reception until successful execution. This role requires excellent communication skills since you will be collaborating with adjacent teams such as, Sales, Operations and Transportation, to drive transparency of the customer requirements to complete orders accurately and ultimately exceed customer expectations. A deep understanding of CPG products, supply chain, fundamental customer service principals

Key Responsibilities:

• Answer incoming calls and emails from customers and Sales Representatives. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc.
• Provide customer with order history information (i.e., item #, quantity, etc.) and pricing.
• Process orders (including new, cancellation or additions to current order), invoices, credits/returns and respond to customers inquiries.
• Back Orders If item is out of stock, responsible to check ETA and work with operations team to provide solution to the customer. If not readily available, check availability of stock to determine if shipment can wait, needs to be pulled from another warehouse or substituted with a replacement item.
• Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other request as needed.
• Inform customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction.
• Investigate and resolve all shipping issues including short-shipments, damages, mis-shipments, returns.
• Work cross functional to ensure customer service levels are maintained and exceeded.

Requirements

• Proven experience in a customer service role, preferably within the CPG industry.
• Exceptional communication and interpersonal abilities.
• Proficient use of ERP systems for order management.
  • Netsuite experience a plus
• Strong problem-solving, critical thinking and decision-making skills.
• Ability to drive decisions through data analysis.
• Ability to thrive in a fast-paced and dynamic environment.
• Travel Requirement: Up to 5%

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Wellness Resources