Job Specifications
The Customer Service Representative (CSR) role supports the sales team in attaining their objectives while interacting with customers to provide and process information in response to inquires, concerns and requests regarding sales orders and company products and services. The CSR is responsible for providing proactive and continuous communication and collaboration with the sales team and the Operations Director, pertaining to customer accounts and sales orders while also performing day-to-day duties for successful fulfillment of customer orders. All CSR interactions with customers are expected to ensure service excellence and customer satisfaction while effectively resolving customer conflicts and concerns.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Order Management: Consistently meets service standard of order confirmations within 24 hours, and provides timely customer updates
Confirm receipt of orders within 24 hours and confirms/updates price and delivery as soon as available
Performs order entry of sales orders from customers
Managing Backorders and open orders daily
Maintaining Customer profile with contact and product information
Prepare orders to be ready for invoicing
Processes direct shipments, customer pickups and customer deliveries on Barentz resources and third-party transportation partners
Interacts daily with other members of the sales department as well as other departments including purchasing, invoicing, logistics and shipping
Monitor incoming product to provide accurate ETAs to our customers
Complete release & shipment paperwork and forward to warehouse/logistics for confirmation
Complete customer's specific requirements for each order
Compare Shipping Confirmation / Bill of Ladings with sales orders to ensure accuracy between system and warehouse releases once the product is shipped
US orders -Handle orders in the same fashion as above
Create Proforma invoices for COD customers and follow up for payment
Files shipping documents
Processes credits for returned goods
Maintains customer files
Freight/Documentation
Accrue Freight to sales order, where applicable
Respond to documentation requests from customers, providing the necessary paperwork
Customer Satisfaction
Provides customers with an excellent service experience, ensuring orders are processed effectively, and issues are resolved in an expedient and accurate manner
Identifies unique needs of customers and proactively seeks to meet those needs
Resolves customer inquiries and complaints including short shipments, product quality, product damage, invoice queries, etc.
Monitor/update Customer information in Chempax, to ensure it is current
Enter Non-Conformances as issues arises and prepares NCR's & MCIs as required
Arrange pickups for returns from customers
Interact in a positive and friendly manner with customers
Always provides positive promotion of the company and its capabilities to all customers
Communication/Internal Relationship Management
Effectively communicates with internal departments to enhance customer satisfaction, and expedite problem resolution
Communicate effectively with Purchasers to streamline order management (Ordering material, rush fees, pricing discrepancies, attaching products, blends etc.)
Communicate with the accounting department for credit holds, as required
Notify Account Managers of any significant order problems to ensure the proper level of resolution is exercised, as required
Barentz Culture/Fundamentals
Support and lead by example, following Barentz' purpose, strategies, and values
Act legally and ethically in all professional relationships in adherence with Barentz' culture, values and fundamentals
Contribute to an environment of trust and mutual respect
Maintain a strong commitment to teamwork and concern for others
Maintain a high level of personal responsibility and ownership
Use effective communication and listening skills
Foster an inclusive and diverse workplace where every team member feels valued and respected
Learning and Development
Seek out and participate in ongoing growth and personal development opportunities
Embrace and promote Barentz' learning and development culture
Other Duties and Responsibilities:
Duties and responsibilities may be amended at any time per business need
WORK ENVIRONMENT
Hybrid role (Office /home)
EDUCATION AND EXPERIENCE
At least 2 years inside sales and customer service experience preferably with a manufacturing company
Degree/Diploma in Business or related field or demonstrated experience
Order entry experience
Knowledge of ERP systems is preferred but not mandatory
Software knowledge of Microsoft Office including Outlook, Word, Excel, PowerPoint, Teams and Adobe Writer
Superior communication skills both verbal and written; active listening skills
Excellent organization skills with attention to detail
Strong problem solving and analytical skills
Self-motivated, high energy an engaging level of enthusiasm, a positive outlook, and a sense of humour
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About the Company
Barentz is the global specialty ingredients solution provider. The company sources branded specialty ingredients from leading manufacturers worldwide and its ingredient experts provide value-added technical support which includes pre-mixing, blending, ingredient formulation and ingredient testing from its state-of-the-art, customized formulation centers and application laboratories in EMEA, Americas and Asia-Pacific. Established in 1953, Barentz has operations in more than 70 countries with a strong presence in Europe and No...
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