Customer Care Representative

SUMMARY OF POSITION

The Customer Care Representative is responsible for order management and service of the assigned customers.  The Customer Care Representative will interact with customers, freight carriers, internal and external sales people, supply chain, distribution, and transportation departments.  This includes entering, reviewing, and releasing manual and EDI purchase orders, answering customer inquiries, resolving shipping discrepancies, as well as creating and updating customer master data records.

Other duties may be assigned.

• Maintain a high level of professionalism to internal and external customers while leading by example.
• Enter manual orders in the system after obtaining all necessary customer purchase order information, reviewing the order for accuracy and releasing it.
• Review EDI purchase orders for data accuracy upon receipt, making corrections to data required for successful order processing, including releasing order from any holds.
• Check reports daily to assure that orders are flowing without errors or holds through EDI/SAP.
• Answer telephone, fax, and email inquiries related to products, pricing, inventory availability, expected ship and delivery dates, conduct research and provide accurate responses in a timely fashion. May include providing shipping and delivery information by tracking and obtaining proof of delivery if needed.
• Create, update, and/or maintain Excel spreadsheets, and distribute to Customers and/or Sales.
• Work as liaison between the Customer and Sales Representative, as needed.
• Meet and/or communicate with the Sales Representative, as needed.
• Expedite sales orders with Distribution Centers.
• Accurately create and update customer master data in SAP, including customer master records, item cross references and EDI master data required for accurate order processing.
• Review sales deductions and provide research results to Customer Compliance, Sales, and Accounts Receivable.
• Research Overage, Shortage and Damaged (OS&D) claims. Determine resolution, including issuing debits and credits, shipping replacement product, creating a Returns Merchandise Authorization (RMA) or providing instructions to destroy in field.
• Self-manage time and resources.
• Supports the company’s culture and business mission by promoting communication, teamwork, and respect for others

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB REQUIREMENTS

• High School Graduate/GED, college preferred
• 3+ years’ experience in customer service, supply chain, or logistics
• Strong computer and data entry (alpha/numeric) skills.
• Working knowledge of MS Office applications, especially Outlook and Excel
• Working knowledge of ERP systems, previous SAP ERP experience is preferred.
• Knowledge of master data requirements for ERP and logistics systems.
• Must be flexible, team oriented and can work with cross functional teams on a consistent basis while building strong working relationships internally and externally.
• Excellent interpersonal communication skills, including phone, verbal, listening and writing skills.
• Ability to communicate and interact with all levels of the organization.
• Must demonstrate ability to positively interact with external customers with the drive and desire to positively resolve issues either verbally or written
• Well-developed self-management skills; self-starter, self-confident, self-motivated and accountable, well organized and disciplined.
• Ability to prioritize and multi-task with attention to detail.
• Demonstrated ability to follow standard operating procedures to meet or exceed quality standards.
• Independent thinker.
• Strong decision-making, problem solving, reasoning and organizational skills.
• Ability to work under pressure and take direction from more than one person.
• Ability to identify continuous improvement opportunities.
• Ability to adjust to dynamic business changes while working in a fast paced and pressured environment

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to work in front of a laptop or PC workstation for extended periods of time
• Occasional standing, sitting, walking, and talking on the phone

WORK ENVIRONMENT

This is a fast-paced work environment with consistent pressure to complete duties as outlined above which requires ability to manage multiple projects at a detailed level and provide support to many internal departments in a fast-changing environment.  Many duties listed above are time-sensitive and have strict deadlines for completion. 

Shurtape Technologies, LLC is proud to be an Equal Opportunity and Affirmative Action employer. Shurtape Technologies, LLC does not discriminate based on race, religion, color, national origin, gender (including identity & expression), medical condition, sexual orientation, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business requirement.