Customer Service Representative

Customer Service Representative is responsible for the day-to-day operations, and customer care support by driving performance and operational excellence that provides front-line management support, service fulfillment, and administrative assistance.

Naturally inquisitive person to take responsibility for accounts, managing orders from start to finish, anticipating problems, and troubleshooting accordingly. Ensuring data is kept up-to-date is extremely important so you will be meticulous in your approach and have a good understanding of systems and processes.

KEY RESPONSIBILITIES:
• Responsible for the day-to-day performance of the wholesale customer service department.
• Ensure all sales orders are entered correctly into the system
• Process daily EDI’s / Match the EDIs against and/or drawdown bulk orders accordingly
• Work with prioritization for inventory, order fulfillment, and logistics.
• Responsible for the allocation of all orders.
• Organizing workflow and ensuring that employees understand their duties or delegated tasks.
• Follow and contribute to SOP’s for the Customer Service Department
• Identify and resolve discrepancies on unit mismatches, style, color, and price issues on orders
• Process sample requests from our Sales teams as well as other internal requests
• Follow-up with sales reps on outstanding issues
• Other tasks as needed to assist Operations
• Work proactively and collaboratively with the sales team to proactively manage order book shipping windows and delivery expectations given inventory, processing, and shipping constraints
• Work collaboratively with customers and warehouse operations to optimize on-time pick-up and delivery
• Confirm purchase orders are received in-retailer portals via automatic upload and/or manual process
• Follow up on open orders, open pick tickets, and open RA’s.
• Data Entry i.e. orders, RTV, Damages, credits
• Ensures accurate shipping information.

Schedule:
• 8-hour shift (Monday to Friday), UTC-8 (US Time)