Customer Service Representative

The Customer Service Representative (CSR) role supports the sales team in attaining their objectives while interacting with customers to provide and process information in response to inquires, concerns and requests regarding sales orders and company products and services. The CSR is responsible for providing proactive and continuous communication and collaboration with the sales team and the Operations Director, pertaining to customer accounts and sales orders while also performing day-to-day duties for successful fulfillment of customer orders. All CSR interactions with customers are expected to ensure service excellence and customer satisfaction while effectively resolving customer conflicts and concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Order Management : Consistently meets service standard of order confirmations within 24 hours, and provides timely customer updates

• Confirm receipt of orders within 24 hours and confirms / updates price and delivery as soon as available
• Performs order entry of sales orders from customers
• Managing Backorders and open orders daily
• Maintaining Customer profile with contact and product information
• Prepare orders to be ready for invoicing
• Processes direct shipments, customer pickups and customer deliveries on Barentz resources and third-party transportation partners
• Interacts daily with other members of the sales department as well as other departments including purchasing, invoicing, logistics and shipping
• Monitor incoming product to provide accurate ETAs to our customers
• Complete release & shipment paperwork and forward to warehouse / logistics for confirmation
• Complete customer's specific requirements for each order
• Compare Shipping Confirmation / Bill of Ladings with sales orders to ensure accuracy between system and warehouse releases once the product is shipped
• US orders –Handle orders in the same fashion as above
• Create Proforma invoices for COD customers and follow up for payment
• Files shipping documents
• Processes credits for returned goods
• Maintains customer files

Freight / Documentation

Customer Satisfaction

Communication / Internal Relationship Management

Barentz Culture / Fundamentals

Learning and Development

Other Duties and Responsibilities :

WORK ENVIRONMENT

EDUCATION AND EXPERIENCE