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Customer Service Representative
Ref No.: 18-13407
Location: Exton, Pennsylvania
Start Date / End Date: 10/09/2018 to 04/06/2019

Field Force Customer Service Specialist

Major Purpose

Provide optimal customer service support as part of the Client Field Force Customer Service group. Provide internal customer service to all of Customer Service Operations. Contribute to the overall strategic sales, marketing and financial objectives for Client.

Principal Job Duties

Order Processing

§ Assist customers by processing orders via phone, fax, EDI, and email. Responsible for ensuring all orders fall within existing pricing, marketing and/or policy parameters established by Finance, Sales, and Marketing.
§ Assist Logistic Centers on functions such as SKU serial lot and location adjustments, out of balance inventory, special events and other pertinent information.
§ Coordinate shipments and product allocation with Marketing Managers, Finance and Logistic Centers to maximize order fulfillment.

Service Internal/External Customers

§ Assist sales and marketing colleagues by providing internal service including literature, promotional and product orders.
§ Conduct tracers for lost or late deliveries and engage in problem resolution relative to all customer inquiries.
§ Research and resolve customer account deductions.
§ Review and process customer requests for authorization to return product according to Client Returns Goods Policy.

Colleague Development

§ Participate in the development and the setting of parameters for marketing offers related to current work assignments.
§ Participate in on-going training and Customer Service initiatives, acquiring and maintaining a full knowledge of products and their use in order to detail features and benefits to current and potential customers and provide answers to customer inquiries.
§ Participate in the development, on-going review and adherence to SOPs and compliance for all functions performed within Client Customer Service.

Call Blending

§ Perform outbound calling to customers in coordination with Program Response Team campaigns and the needs of the business
§ Other duties as assigned.

Qualifications:
• Associates or Bachelor's degree preferred. High School diploma required
• Minimum of 1 year Customer Service experience required; 2 years preferred
• Ability to provide phone coverage between 9:30-6, as needed based on department scheduling

• Full understanding and use of SAP functions preferred

• Ability to quickly learn Client accounts, products, pricing, and programs
• Ability to understand and utilize Client telephony package and follow assigned work schedules to ensure daily phone coverage is maintained and phone metrics are achieved
• Analytical and organizational skills, along with attention to detail and a high degree of accuracy
• Professional verbal and written communication and problem-solving skills
• Process oriented; able to contribute in creating new procedure
• Microsoft Word, Excel, Outlook, and Internet Explorer applications experience