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Customer Service

Company: LanceSoft Inc
Location: Cary
Posted on: June 12, 2021

Job Description:

The Customer Account Representativeis responsible for quality Sales Order Management process, customer satisfaction and support and account reconciliation. This positions works on a customer service team, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other departments. This position reports to the Customer Service Team Lead.

KEY ACTIVITIES AND RESPONSIBILITIES

Order Management

Order management includes key customers, with one or more supply chain models or more complex order processes, such as vendor managed inventory, consignment, etc.

Knowledgeable in and easily executes SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice.

Provide information on pricing, availability, and schedule information with a full understanding of product and packaging options. Quote, list pricing/special arrangements/discounts as agreed to by sales.

Proactively monitors orders, using SAP tools and custom reports, for on-time shipping, delivery, order process status and identifies areas of concern in the quote to cash process.

Alerts customers of issues and recommends proper solutions throughout the quote to cash process.

Resolving Issues

Record complaints and correctly assign to investigating party, understanding implications of issues and effectively managing the complaint process.

Constant follow-up and review until issues are satisfactorily closed.

Understanding of customer financials (residuals, credits/debits, and overdue invoices); investigate and resolve residuals on a timely basis, weekly, create credit and adjustments within authorized limits, or requests approval when appropriate

Additional Activities

Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.

CONTEXT AND ENVIRONMENT

The Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s).

Daily functions are conducted in accordance with Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.

Supports the site HES policy and complies with all regulatory and internal requirements

Participates in HES activities provided by site management and Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)

Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents

Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Code of Ethics/Conduct.

REQUIRED EDUCATION/EXPERIENCE/QUALIFICATIONS

Bachelors Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.

A minimum of 2 years of experience with Bachelor's degree or 6+ years of relevant customer service experience without Bachelor's degree.

Intermediate skills in Microsoft applications: Word, Excel and Power Point.

Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills

Customer Order processing in an enterprise system, SAP is strongly preferred

Keywords: LanceSoft Inc, Cary , Customer Service, Other , Cary, North Carolina

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