Job Description
Job Description
Job DetailsDescription
As a Customer Service Representative you will be a key contributor to our fast-paced day to day operations - providing exceptional customer service by working with the Process Solutions Group (PSG) sales team. This position is a focal point for order management including order entry, inquiries and expediting. You will have the opportunity to work as part of a dynamic, fast-paced, high performing customer support team.
Essential Functions
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Swiftly process customer orders, adhering to our approval requirements
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Critical thinking, works independently
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Expedite customer orders at the direct request of customers as well as other PSG associates
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Build and maintain knowledge of our vendors and their order entry and order management processes
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Serve as liaison between product specialists, customers, vendors, and Cross internal resources.
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Contribute to team effort for securing goals
Additional Responsibilities
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Process orders to meet company performance matrix guidelines
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Purchase products through our ERP system as well as directly through vendor websites/Portals
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Proactively expedite rush orders
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Assist the sales team with special pricing renewals and updates
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Process repairs and returns orders for specified accounts
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Liaise with the sales team and management regarding customer issues and opportunities
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Work under general supervision and rely on experience and judgement to accomplish goals
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Attend ongoing vendor and process training; retain knowledge of vendors and processes
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Assist with special customer support projects as requested by management
Education and Experience
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High School/GED required and Associates or Bachelors degree preferred and 1-2 years order entry experience /or
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High School/GED required and 3 years order entry experience in wholesale distribution (preferred) or related industry
Required Competencies
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Computer literate and highly productive in a multi-window environment – Google Business Apps and Microsoft Office
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Excellent keyboard skills – quick and accurate
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ERP literate, NetSuite
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Excellent communication skills – especially phone and email communications
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Detail oriented and highly organized
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Knowledge of customer service principles and practices
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Math and problem-solving skills
Physical and Mental Requirements
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Sit at desk, with minimal breaks, for up to four hours at a time.
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Perform data entry for up to four hours at a time with minimal breaks
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Move and pull catalogs that may weigh up to ten pounds
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Spend extended lengths of time viewing computer screens
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Possess a clear and articulate speaking voice
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Must be highly organized, with a well-developed ability to multi-task.
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Possess ability to quickly learn and retain vendor-related information as well as company policies and procedures
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Possess the ability the perform mathematical calculations and understand the mathematical concept related to profit and margin
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A high degree of self-control and the ability to interact with others in a businesslike and professional manner
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Ability to efficiently and calmly work in a fast-paced dynamic work environment