Summary/Objective:

The Customer Service Representative will provide service and support to customers, sales representatives, and operations team. Responsibilities include processing customer orders, resolving customer service obstacles and disputes, and various other administrative functions. This position reports directly to the Operations Manager.

Essential Functions:

• Enter customer orders according to established policies and procedures
• Perform EDI verification
• Process returns (RMA)
• Request Credits
• Process sample orders
• Support customer warehouse appt scheduling
• Route customer complaints and/or other customer requests thru Sales Support Manager (product specs/ COA/quality issues)
• Send order confirmations and spec sheets to customer
• Ensure that product codes, quantities, pricing, ship dates, delivery dates and all required order inputs are complete
• Work with logistics to obtain delivery appt requiring buyer approval
• Work with sales representatives to resolve and or substantiate customer invoice deductions and credits
• Maintain accurate electronic files for all documentation
• Support the accounts receivable department with clearing deductions for promotions
• Develop product knowledge and participate in product training opportunities
• Effectively process all incoming calls and emails in a professional, friendly, and timely manner
• Update customer specific pricing monthly
• Proactively communicate with customers to answer any queries and resolve any problems
• Partner with sales representatives and brokers to exceed customer’s service expectation
• Provide timely feedback to management and sales team regarding any service failures or customer concerns
• Release orders to 3rd party warehouses and communicate with those entities daily
• Communicate with internal departments regarding pricing and customer queries and requests
• Perform various additional administrative functions as needed or assigned, including correspondence and filing
• Other duties assigned as needed

Skills and Qualifications:

• Associate’s degree or equivalent work experience
• Minimum of 2 years Customer Service experience in a sales driven customer service organization
• Proficiency in Microsoft Office
• Willingness to address difficult situations and provide potential solutions
• Urgency in responding to internal and external customers and vendors
• Exceptional organizational skills
• Professional interpersonal and communicational skills
• Good math skills - ability to add, subtract, multiply, and divide in all units of measure
• Basic typing and data entry skills
• Ability to function independently and multitask
• Positive work attitude, value a high level of customer service and can solve problems independently

The Gellert Global Group is an Equal Opportunity Employer. M/F/ Veteran/Disability. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, disability or protected veteran status.