Customer Service Rep (Remote)
Primary Purpose
Serve as a direct liaison between Customers, Sales Representatives & various Schuman Cheese Departments assisting in processing orders, handling complaints, solving billing issues as well as other customer inquiries. To be an advocate for our customers with the goal of providing the highest service level possible.
Responsibilities
- Process orders received via Fax, EDI, email & by phone
- Verify pricing and shipping dates within 24 hours after receipt
- Maintain order guide & pricing in the software system
- Proactively communicate with Production & Warehouse teams to avoid potential customer shorts including releasing lots & allocation of an item if needed
- Track order fulfillment & communicate shorts to our customers with information on when product will be available or suggest a substitute item
- Work with the Accounting Department to resolve credit issues & to release orders
- Process PO change requests, returns & samples
- Handle customer issues & complaints by referring the issue to the appropriate department & logging them onto the system. Follow up to resolution.
- Communicate with Sales, Supply Chain, Production, Logistics & Warehousing on a regular basis to ensure our customer’s needs are met
- Organize work to meet deadlines
- Assist the Sales Department in growing customer business