Acara solutions is looking for Customer Service Representative for our Client located in Jackson, MIState the primary function or overall purpose of your position.Provides client customers, distributors, end users, potential customers and Field Sales with product, delivery, pricing, claims/returns and program information. Manages customer orders, including order entry and order changes. Expedites orders and shipments with operations. Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information. Responsible for strategic, large or complex accounts. Emphasis is on world class customer service that is a competitive weapon and contributes to the growth of the business.As a team member the individual will work closely with external and internal customers providing information as required.Responsibilities include coordinating quote requests, order management, expedites, claims/returns, implementation of current Marketing programs, assisting with implementation of plant objectives/initiatives.Duties will include developing and maintaining a relationship with strategic and complex accounts. Will act as voice of the customer while upholding client’s ethics and business standards.List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of your position as described above.Manages strategic, large or complex customer accounts. Partners with customer contacts and Field Sales to provide exceptional service. Acts as a liaison between the customer and Operations.Works with manager to mentor and train less experienced members of the team. May provide input to training programs.Applies extensive knowledge of client business processes and systems to excel at the following: expedite orders to prevent customer line downs or machine downtime; process emergency and expedited orders and shipments in a timely manner; provide customers and distributors with product information; and prepare quotations utilizing Customer360 (Power Quote).Generates RMA (Returned Material Authorization) via the client Return Network (ERN) with operations personnel to Investigate claims by conducting fact-based investigationDocuments customer complaints utilizing the CRM system (Customer360 Enterprise). Works with operations personnel to develop a resolution to complaints.Review/preps new orders from customers and enters through multiple order entry systems (MFGPro and CSE configurator) or forwards to order entry team, with emphasis on error-free order management and same-day order entry.Enters changes and cancellations from customers through multiple order entry systems, using established business rules.Processes blanket orders from OEM’s (Original Equipment Manufacturers) and distributor accounts and validate the blanket releases by reviewing and updating data via various web-based supplier portals.Maintains accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses).Populates/updates contact information in Customer360 for Power Quote and CRM.Proactively communicates in a timely manner with external customers about order verification, order status, pricing and shipment status. Communicates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests utilizing the CRM system to generate service requests.Reports sales trends and customer order activity to Sales, Marketing and other management on a weekly or monthly basis. Assists with market and product forecasting.Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving. Regularly participates in cross-functional teams to solve recurring customer issues.Fosters an environment which promotes clients goals and philosophy, encourages continuous improvement and builds customer relationships. Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-parent:"";mso-padding-alt:0cm 5.4pt 0cm 5.4pt;mso-para-margin-top:0cm;mso-para-margin-right:0cm;mso-para-margin-bottom:10.0pt;mso-para-margin-left:0cm;line-height:115%;mso-pagination:widow-orphan;font-size:11.0pt;font-family:"Calibri",sans-serif;mso-ascii-font-family:Calibri;mso-ascii-theme-font:minor-latin;mso-hansi-font-family:Calibri;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman";mso-bidi-theme-font:minor-bidi;mso-ansi-language:EN-US;mso-fareast-language:EN-US;}
Required Skills / Qualifications:
- High School Diploma or GED
- Minimum of 2 years’ experience in Buying Professional
Preferred Skills / Qualifications:
- Some previous CS experience and MS OFFICE knowledge
Additional Information:
- Upon offer of employment, the individual will be subject to a background check and a drug screen.
Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct, and Aleron?s strategic partner, SDI) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.
Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
Aleron companies; Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, Viaduct, and Aleron's strategic partner, SDI are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis.