The Customer Service Representative (CSR) is a dynamic role and is on the front line with our customers as a representative of Traditional Medicinals. The CSR is responsible for processing all orders on time in a proficient accurate manner and requires heavy data entry and analysis. This position is also responsible for coordinating order discrepancy resolution, working in conjunction with the 3PL (3rd Party Logistics) and Sales Managers to ensure best in practice customer service levels. Other duties include maintaining order status information; provide order status reports, documentation of order transactions, and resolution of general order status questions or issues.
Essential Duties & Responsibilities
Data entry of Customer Purchase Orders
Maintaining EDI action flow (in partnership with IT)
Check inventory and maintain allocations to make sure requested product is available
Verify price and any appropriate discounts
Verify customer information is correct and up-to-date
Inform customer of shipping date and any possible delays (bringing to resolution when possible)
Communication with Sales and brokers on any customer related issues
Reviews orders for accuracy and completion
Reporting as needed, based on the needs of the customer/ company
Maintain department Standard Operating Procedures
Subject matter expert on all customers under scope
Other duties as assigned or required
Detailed Duties Include:
Receive and review orders through order queues, EDI, or Email
Review/proof all orders for the following (Complete and Compliant):
Ship To
Bill To
RSM (Regional Sales Manager)
Requested shipping and delivery dates
Product information
Shipping requirements
Accurate pricing
Order confirmation (EDI or email, as applicable)
Proactively monitor orders to ensure timely pickups and deliveries
Receive and process order acknowledgements. Check acknowledgements for ship date/arrival date meeting expectations, quantities, pricing and matching purchase order issued
Input/ process orders accurately and in a timely fashion, and communicate to customers/brokers/RSM's/ Accounting about all inconsistencies with orders (such as pricing, ship dates, and quantities)
Hold orders as required by Accounting for credit issues
Notify all concerned parties about out-of-stock quantities on orders and advise when product will be back in stock.
Research, approve and provide detail to Accounts Receivable for shipping discrepancies (OS&D)
Participate in month end close
Own regular check-in meetings with Accounting and Sales to review accounts
Minimum Requirements
Education:
Bachelor's Degree. Waived in lieu of experience for internal and external candidates
Experience:
3 years minimum experience in customer service, order administration /management
Minimum 3 years Customer Service
Food/Beverage distribution industry background
Other Knowledge, Skills and Abilities:
Experience with ERP systems in a CPG environment
Experience with EDI and Microsoft Dynamix AX/ 365 a plus
Strong in time management and organizational skills
Proficient with Excel, Outlook, and Word applications
Strong written and oral communication skills
Able to multi-task in a dynamic and growing business environment
Extreme attention to detail; high level of accuracy
Problem solving skills
Must understand vague implicit instructions and react favorably in all work situations.
Ability to give, receive and analyze information, determines accuracy and appropriateness for various situations, and responds efficiently and professionally.
Must be able to communicate effectively with people.
Confidence in professional composure during meetings and customer facing situations
Ability to balance multi-task and maintain positive disposition while under high pressure.
Physical Requirements:
Ability to read, analyze and interpret business documents
Ability to communicate via speech, writing and hearing with employees, regulatory agencies or members of the business community
This is primarily a desk job with constant sitting and keyboarding. Must be able to sit and type in an ergonomically correct position
Ability to travel to different work locations and meeting sites
Must be able to stand; walk; reach with hands and arms
Frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
Office Hours/Location:
This position is based in Rohnert Park, CA. Office hours are Monday through Friday, 8:30 - 5:00 pm Pacific Standard Time (PST).
This is a hybrid role offering the flexibility to occasionally work remotely.
Expected in-office days are Tuesday, Wednesday, and Thursday. Subject to change.
Remote candidates will not be considered for this role
Compensation Range: $23.98 - $30.28
Compensation is determined based on non-discriminatory, business-related factors, including but not limited to, training, experience, education and/or professional certifications, geographic location, and market data.
Traditional Medicinals, Inc. and its subsidiaries are proud equal-opportunity employers. We wholeheartedly embrace authenticity, diversity, and people's differences. We acknowledge, celebrate, and support individuality to the great advantage of our consumers, our stakeholders, our products, and the planet. We are committed to building an inclusive workplace for all our people.
We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.