Customer Service Representative

Company: Traditional Medicinals
Location: Rohnert Park
Posted on: May 31, 2021

Job Description:

Summary:

The Customer Service Rep is a dynamic role and is on the front line with our customers as a representative of Traditional Medicinals.  The CSR is responsible for processing all orders on time in a proficient accurate manner and requires heavy data entry. This position is also responsible for coordinating order discrepancy resolution, working in conjunction with the 3PL (3rd Party Logistics) and Sales Managers.  Other duties include maintaining order status information; provide order status reports, documentation of order transactions, and resolution of general order status questions or issues.

Essential Duties & Responsibilities

• Data entry of Customer Purchase Orders
• Check inventory to make sure requested product is available
• Compute price and any appropriate discounts
• Verify customer information is correct and up-to-date
• Inform customer of shipping date and any possible delays
• Communication with sales on any customer related issues
• Reviews orders for accuracy and completion
• Other duties as assigned or required

Detailed Duties Include:

• Receive and review orders through order queues, EDI, or Email
• Review/proof all orders for the following (Complete and Compliant):
• Ship To
• Bill To
• RSM (Regional Sales Manager)
• Requested shipping and delivery dates
• Product information
• Shipping requirements
• Ensure timely processing by following up with questions and actions to enable processing
• Monitor orders past ship date and follow up on all customer pick up orders not scheduled
• Receive and process order acknowledgments. Check acknowledgments for ship date/arrival date meeting expectations, quantities, pricing, and matching purchase order issued
• Input orders accurately and in a timely fashion, and communicate to customers/brokers/RSMs about all inconsistencies with orders
• Hold orders as required by accounting for credit issues
• Notify all concerned parties about out of stock quantities on orders and advise when product will be back in stock.
• Manage and administrate the resolution of order discrepancies including pricing, ship dates, and quantities. Involve sales representatives as appropriate.
• Research and provide detail to Accounts Receivable for shipping discrepancies (OS&D)
• Resolve and process return orders upon approval
• Participate in month-end close process ensuring
• Participation in meetings as required

Minimum Requirements

Education:

• Bachelors Degree.  Waived in lieu of experience for internal candidates

 Experience:

• 3 years minimum experience in customer service, order administration /management    
• Minimum 3 years Customer Service
• Food/Beverage distribution industry background

Skills:

• Experience with ERP systems in a CPG environment
• Experience with EDI and Microsoft Dynamix AX a plus
• Strong in time management and organizational skills
• Proficient with Excel, Outlook, and Word applications
• Strong written and oral communication skills
• Able to multi-task in a dynamic and growing business environment
• Extreme attention to detail; high level of accuracy
• Problem solving skills
• Must understand vague implicit instructions and react favorably in all work situations.
• Ability to give, receive and analyze information, determines accuracy and appropriateness for various situations, and responds efficiently and professionally.
• Must be able to communicate effectively with people.
• Ability to balance multi-task and maintain positive disposition while under high pressure.

Physical Requirements:

• Ability to read, analyze and interpret business documents
• Ability to communicate via speech, writing and hearing with employees, regulatory agencies or members of the business community
• This is primarily a desk job with constant sitting and keyboarding. Must be able to sit and type in an ergonomically correct position
• Ability to travel to different work locations and meeting sites
• Must be able to stand; walk; reach with hands and arms
• Frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus. 

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Keywords: Traditional Medicinals, Rohnert Park , Customer Service Representative, Other , Rohnert Park, California