Customer Service Representative 2
Worthington Enterprises, Westerville, OH, United States
Summary
The Customer Service Representative 2 (CSR 2) provides direct support to assigned customers and internal stakeholders, ensuring accurate order management and proactive issue resolution. This role requires advanced product, system, and customer knowledge, with a focus on building strong relationships and driving efficiency. The CSR 2 demonstrates initiative, accountability, and problem-solving ability, representing the Customer Service team as a trusted resource.
Responsibilities
Manage daily order entry, pricing accuracy, order tracking, and shipment coordination in JDE
Review and resolve EDI and CommerceHub order exceptions; ensure data integrity across systems
Serve as primary contact for assigned accounts; provide order status updates and proactive communication
Lead collaboration with Supply Chain, Operations, and Credit to resolve shipment, invoice, and deduction issues
Process RMAs, credits, and fines; identify recurring issues and recommend solution
Participate in performance board reviews, mentor new CSR 1 team members, and support process improvement projects
Desired Experience
Strong understanding of ERP systems (JDE) and related interfaces (EDI, CommerceHub, Zendesk, Salesforce, customer portals).
Demonstrates accountability and ownership of assigned accounts.
Skilled communicator who can influence and resolve issues across functions.
High attention to detail and ability to manage competing priorities.
Intermediate proficiency in Microsoft Office; ability to analyze order trends and metrics.
Exemplifies Worthington's values of integrity, teamwork, and customer focus.
High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
Minimum 2-4 years of customer service or order management experience.
Strong understanding of order-to-cash processes.
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The Customer Service Representative 2 (CSR 2) provides direct support to assigned customers and internal stakeholders, ensuring accurate order management and proactive issue resolution. This role requires advanced product, system, and customer knowledge, with a focus on building strong relationships and driving efficiency. The CSR 2 demonstrates initiative, accountability, and problem-solving ability, representing the Customer Service team as a trusted resource.
Responsibilities
Manage daily order entry, pricing accuracy, order tracking, and shipment coordination in JDE
Review and resolve EDI and CommerceHub order exceptions; ensure data integrity across systems
Serve as primary contact for assigned accounts; provide order status updates and proactive communication
Lead collaboration with Supply Chain, Operations, and Credit to resolve shipment, invoice, and deduction issues
Process RMAs, credits, and fines; identify recurring issues and recommend solution
Participate in performance board reviews, mentor new CSR 1 team members, and support process improvement projects
Desired Experience
Strong understanding of ERP systems (JDE) and related interfaces (EDI, CommerceHub, Zendesk, Salesforce, customer portals).
Demonstrates accountability and ownership of assigned accounts.
Skilled communicator who can influence and resolve issues across functions.
High attention to detail and ability to manage competing priorities.
Intermediate proficiency in Microsoft Office; ability to analyze order trends and metrics.
Exemplifies Worthington's values of integrity, teamwork, and customer focus.
High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
Minimum 2-4 years of customer service or order management experience.
Strong understanding of order-to-cash processes.
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