Senior Customer Service Specialist at Ultimate Staffing Services in Mahwah, New Jersey

Job Description:

Job Description
Handle all aspects of Order Entry and Customer Support including but not limited to manage the company's order mailbox (Prioritizing emails by urgency level), Order Processing, Order Status Requests, Product's Documentation, Backorder Management, Product Availability, Problem Resolution / Product Complaints, Sample Requests, Merchandise Returns, Freight Claims, PODs, and Answering Phones. Duties and Responsibilities
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Manage and fully own the complete order process from start to finish in a timely manner
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Monitors orders daily and keeps customers updated to resolve all issues that preventorders from flowing through the system, shipping, and billing properly
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Review Customer's Scorecards and root cause with IT and purchasing to maintainhighest scores
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Update Customer's Routing Guides
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Monitor & maintain orders received via e-mail / EDI / Website / Amazon /
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Process Containers - Backorders
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Handle any delivery issues including missing shipments and damaged material
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Maintain back order and open order files, updating the customer on the order status andproviding analysis when required
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Professionally manage queries and complaints to ensure that they are resolved withinagreed timescales
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Ensure that the customer's journey is seamless and recognized as first class within theindustry
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Enter customer orders into ERP system and review them for accuracy (items, pricing,terms & conditions, shipping method/terms, special notes & customer instructions, etc.)
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Monitor and maintain orders received via email, EDI, website, Amazon and processingsales quotations
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Assist Customers with resolution of shipment related issues by gathering all facts andrelaying to the Distribution Center Director for investigation and resolution
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Research and resolution of any discrepancies during the order entry process or at anyother time in the order processing cycle
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Communicate with customers and other departments related to order process: pricingdiscrepancies, credit issues, back orders, low inventory, shipping method, etc.
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Support sales team by developing and maintaining positive relationships with customers
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Assist customers via phone and e-mail with order inquiries, product questions, shipmentquestions, problem resolution
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Team player with ability to work well with supervisors, co-workers, other departments,etc.
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Must be willing to cross-train as needed
Qualifications
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Experience with Microsoft Dynamics Navision or similar ERP systems
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Experience handling EDI orders and troubleshooting errors
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Working knowledge of Excel. Intermediate Proficiency is required
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Extensive order processing & order management experience in an inventory-based, product distribution setting
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Customer-focused: Ability to instill brand-loyalty & maintain long-lasting relationships
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Strong mathematical skills, including the ability to understand different units of measure and packaging configurations
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Ability to multi-task, set priorities and meet deadlines
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Ability to navigate different customer PO formats while capturing all special requirements and instructions
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Knowledge of shipping methods and terms; experience with domestic and export shipments including required documentation
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Understanding of credit terms and ISO requirements
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Strong organization skills, quick learner with excellent retention skills, positive attitude, easy-going, ability to be flexible and patient in a fast-paced dynamic environment.
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Ability to train others and develop document job processes and procedures
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Proficiency with Outlook e-mail along with excellent Excel and Word skills Education and Experience Requirements
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High school diploma or GED accepted; College degree preferred
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5+ years' experience at an inventory-based company (order management / customer service)


All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.