Customer Service Representative

Job description

POSITION SUMMARY: The incumbent in this position is responsible for processing and tracking customer orders, and responding to customer inquiries. Receive orders via phone, fax, or other electronic means. Duties include informing customers of receipt, prices, shipping dates and delays; and handling complaints. ESSENTIAL FUNCTIONS: - Support customers through on-going communication; research and resolve issues regarding customer orders and product availability. Direct inquiries to the appropriate department for assistance as needed. - Process and enter customer orders/changes/returns according to established department policies and procedures. - Make changes to existing orders (e.g., due dates, part numbers, quantities, new line items). - Receive and review customer inventory forecasts; verify and match orders in the system. - Partner with and support inside/outside sales team to meet and exceed customers’ service expectations. - Create new customer accounts in SAP System; add new part numbers; and make changes in the system to the description, prices, or customer part numbers. Create customer folders and forward order confirmations to the production planning department. - Review an...