Customer Service Representative

Responsible for providing tactical and excellent customer support to a specific set of TOPS products customer accounts. Responsible for the day to day order management for an assigned account or accounts to by entering, confirming inventory, and ensuring accurate order placement. Will coordinate with internal resources (sales, credit, planning) to resolve customer issues received through phone, fax, email to respond to the customer as needed to exceed customer expectations.

Work assignments are typically routine and non-complex in nature and follow established policies and procedures.  Receive some instruction in completing routine assignments and may receive more detailed instructions for new or more complex assignments.

§  Provide all necessary support to sales/customer, including the following: receive calls, faxes, mail, EDI and email; identify and resolve customer problems and issues in a timely manner.

§  Handle customer concerns/issues as needed (i.e. dispute management, invoice reconciliation, etc.) Provide order status and shipping information upon request.

§  Review pricing on incoming orders to ensure accuracy and escalate to sales if incorrect or in need of resolution.

§  Process orders and change notices (also includes obtaining delivery special promises and special freight quotes) in related systems as required.

§  Create and issue Return Authorizations as needed to resolve customer issues.

§  Initiate Credit Quality Trackers (CQTs) to initiate a customer claim/credit process.

§  Act as a communication link between external customer and all internal departments.

§  Work with the sales team to follow-up on customer questions or concerns.

§  Responsible for documentation of all key processes and customer specifications in applicable databases.

§  Serves as back-up for other customer service representatives as needed.

§  Support the tax customer service work as needed.

§  Support a major account.

§  Performs other related duties and participates in special projects as assigned.

The duties and responsibilities described above are the essential functions of the job.  The qualifications below are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

HS diploma or equivalent with 2-3 years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience.

Ability to follow company policy and understand any rules or regulations governing the work being completed and impact work has on department or company.  Must have very good knowledge of technology to include computers and software programs such as MS Office or MAC word processing, spreadsheets or other programs specific to the job in order to complete duties successfully.  Requires good knowledge of multiple functions or areas of the business in which there is frequent contact with while completing daily work assignments of the job.  Must have very good oral and written communication skills sufficient to explain departmental policy, methods and/or procedures when completing assignments.  Requires very good organizational skills sufficient to accomplish work by established deadlines and ability to coordinate phases of work with others.

Additional job knowledge, skills, and/or abilities specific to a department may be listed on the staffing requisition.