Customer Service Representative
IEWC, Phoenix, AZ, United States
Overview
The Customer Service Representative (CSR) is responsible for providing best in class support for IEWC customers. The CSR manages day-to-day customer activities such as customer orders, presale inquiries, and post-sale transactions. The CSR works collaboratively with internal partners, applying excellent customer service and communication skills, order management capabilities and system knowledge to support given territories and meet the daily needs of the customer. The CSR represents IEWC brand and value proposition and is a “face to the customer” in daily activities. Responsibilities
Manage customer orders timely and to the highest level of accuracy by reviewing customer purchase orders (PO), reviewing PO to Customer Material Information (CMI), and entering orders into SAP & Rubicon. Respond to all customer inquiries with a sense of urgency and first-contact resolution. Run back/late order reports and collaborate with customers to manage appropriate expectations and proactively resolve problems. Administer customer order changes, expedites, tracking and cancellations. Assist in updating customer and material information promptly in SAP & Rubicon. Administer sample requests from customers and Sales team. Process all incoming emails, calls and faxes promptly and to the highest level of accuracy. Work independently with minimal supervision in a fast-paced environment. Contribute to process efficiency and customer experience continuous improvement efforts. Resolve product or service problems by clarifying the customer complaint, determining the cause, creating a return authorization, providing the best solution, expediting correction or adjustment, and following up to ensure resolution. Work in SAP, Microsoft Word, and Excel. Work with the appropriate salesperson to service the customer on any changes in the Customer Master file. Actively participate in opportunities to improve knowledge of the company, products, markets and systems. Use continuous improvement methodologies and internal and external resources to enhance customer experience and drive process efficiency. Proactively collaborate with other team members to provide support and share information to ensure daily tasks are completed and both customer and business needs are met. Maintain and enhance technical competency and customer service skills. Actively work toward and contribute to the success of all individual and team goals/metrics. Qualifications
High school diploma or equivalent required; associates or bachelor’s degree preferred. 6 months + of customer service experience in any industry. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical and business information and deal with several abstract and concrete variables. Ability to work with Microsoft Office (Outlook, Excel, Word), CRM (Salesforce), ERP systems (SAP) and other standard computer applications. The above represents the essential job functions that you are assigned to perform in your job. If you are unable to perform these essential duties, please see Human Resources as IEWC may be able to provide reasonable accommodations under the ADA requirements.
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The Customer Service Representative (CSR) is responsible for providing best in class support for IEWC customers. The CSR manages day-to-day customer activities such as customer orders, presale inquiries, and post-sale transactions. The CSR works collaboratively with internal partners, applying excellent customer service and communication skills, order management capabilities and system knowledge to support given territories and meet the daily needs of the customer. The CSR represents IEWC brand and value proposition and is a “face to the customer” in daily activities. Responsibilities
Manage customer orders timely and to the highest level of accuracy by reviewing customer purchase orders (PO), reviewing PO to Customer Material Information (CMI), and entering orders into SAP & Rubicon. Respond to all customer inquiries with a sense of urgency and first-contact resolution. Run back/late order reports and collaborate with customers to manage appropriate expectations and proactively resolve problems. Administer customer order changes, expedites, tracking and cancellations. Assist in updating customer and material information promptly in SAP & Rubicon. Administer sample requests from customers and Sales team. Process all incoming emails, calls and faxes promptly and to the highest level of accuracy. Work independently with minimal supervision in a fast-paced environment. Contribute to process efficiency and customer experience continuous improvement efforts. Resolve product or service problems by clarifying the customer complaint, determining the cause, creating a return authorization, providing the best solution, expediting correction or adjustment, and following up to ensure resolution. Work in SAP, Microsoft Word, and Excel. Work with the appropriate salesperson to service the customer on any changes in the Customer Master file. Actively participate in opportunities to improve knowledge of the company, products, markets and systems. Use continuous improvement methodologies and internal and external resources to enhance customer experience and drive process efficiency. Proactively collaborate with other team members to provide support and share information to ensure daily tasks are completed and both customer and business needs are met. Maintain and enhance technical competency and customer service skills. Actively work toward and contribute to the success of all individual and team goals/metrics. Qualifications
High school diploma or equivalent required; associates or bachelor’s degree preferred. 6 months + of customer service experience in any industry. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical and business information and deal with several abstract and concrete variables. Ability to work with Microsoft Office (Outlook, Excel, Word), CRM (Salesforce), ERP systems (SAP) and other standard computer applications. The above represents the essential job functions that you are assigned to perform in your job. If you are unable to perform these essential duties, please see Human Resources as IEWC may be able to provide reasonable accommodations under the ADA requirements.
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