Associate Customer Service Representative - Varite, Inc
Irving, TX 75039
About the Job
NOTE: Bilingual Spanish/English and Order Management/Supply Chain/Customer Service/SAP skillset to match the staffing objective and expectations
Responsibilities:
Qualifications
Responsibilities:
- Enter and manage purchase orders and delivery schedules in SAP system
- Monitor and check order placement (EDI/Manual Orders/ …)
- Manage price accuracy in orders
- Process billing or quality related order adjustments (e.g. returns, credit/debits notes)
- Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio
- Daily monitoring and management of orders in Order Cockpit Dashboard, to ensure orders are progressing as expected
- Prioritize and manage urgent escalations and provide timely and effective solutions to customers
- Create/maintain customer master data information & customer shipping instructions
- Manage customer complaints and ensure timely resolution and response
- Collaborate and Communicate daily with other internal stakeholders, i.e.,
- Sales Team
- Logistics Transportation & Warehouse
- Order Coordinator
- Credit/Collections
- Billing
- Quality
- S&OP Teams
- Provide customers with requested regulatory, certificates, & declarations documentation
- Ownership of attending trainings, meetings and applying knowledge learned
- Follow established policies to ensure adherence to order process flow.
- Adhere to company business rules and processes
- Consistent proactive communication of order status with customers to build and maintain trustful relationships.
- Actively gain knowledge of company products and services.
- Communicate to customers via Salesforce (CMS) to log, track, and maintain daily communications of cases
- Meet/exceed monthly KPI metrics and objectives
Qualifications
- Main contact for internal stakeholder and external account customers
- Responsible for complete order fulfillment within the order-to-cash process to ensure best in class customer satisfaction and KPIs/Metrics expectations
- Order-to-cash includes owning the order from start to finish of order lifecycle
- Order entry/SAP/ERP (Preferred Salesforce)
- Order management
- Problem solving/Followup
- Administration/Action Communication
- Registration of new customers and master data maintenance
- After order sales services (e.g. complaint handling)
Source : Varite, Inc