Job Description

As a Customer Service Representative , you will handle a wide range of ancillary functions that the Customer Service Department is dependent on. These functions include, but not limited to: account management and monitoring service levels, EDI order activity and problem resolution for invalid order items, managing orders on hold, proactive order maintenance and tracking, return goods management.

Main Activities:

• Establish a knowledgeable and credible presence with the key accounts and the internal account team
• Manage specific assigned key customer accounts from order entry to final delivery assuring customer satisfaction and goal attainment which requires daily communications with Sales, Credit, Supply Chain, Supply & Demand, Legal and Distribution Planning
• Resolve channel conflict and customer service issues and maximize revenue opportunities, and position BIC as the provider of choice
• Ensure attainment of revenue goals and customer’s perception of BIC as a valued resource that provides expertise and ongoing assistance in resolving logistic issues
• Act as an integral member of the weekly supply/demand meetings, determining the best course of action to take regarding available inventory and customer orders
• Accountable for complex customer Score Card
• Utilize department reports to extract pertinent information used for servicing customers and monitoring account activity
• Key metrics inclusive of Score Card are related to on-time order fulfillment, first pass fill rate and customer satisfaction measurements for all assigned accounts
• Apply root cause analysis and problem resolution, report, track and monitor requirements to resolve penalties and communicate status of account activities to the various pertinent departments.

What You'll Need :

• Bachelor Degree/Associate Degree preferred or related experience
• Experience in consumer goods account management, customer service, and supply chain.
• Computer proficiency needed, experience with Microsoft Excel.
• Power BI desirable.

Job Tags

Similar Jobs