Customer Service - Buffalo Grove, United States - Profile Products LLC

Profile Products LLC

Verified Company

Buffalo Grove, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Summary

Profile Products LLC is seeking a customer service representative to join our service team that supports a rapidly growing business.

We are seeking an individual with customer service experience in domestic and international order fulfillment although the prime area of responsibility will be domestic business.

Duties and Responsibilities

_ Order Process_

Enter orders/changes into Profile's ERP system.
Work closely with production, shipping and thirdparty logistics partners to ensure customer's order and delivery expectations are met.
Act as the key liaison between the production and shipping teams at Hickory, NC and Conover, NC to ensure information regarding production and order fulfillment is communicated in a timely fashion.
Verify pricing on customer orders is correct and approved variances are entered into Microsoft Dynamics CRM for any special pricing situations.
Process any credit and/or debit memo necessary to adjust customer's account.
Review and approve any international freight invoices.

_ Data Base Management_

Enter and maintain customer information in Profile's ERP system.
Complete and update Profile Customer Master database records.

_ Customer Complaint Forms_

Process and monitor all Customer Complaint Forms from inception to resolution as per established procedure.
Maintain and update the complaint form and the tracking log. Initiate follow up with assigned responsible party.
Resolve any issues by performing appropriate approved actions such as product return, credit memo or free goods. Keep records of all customer interactions regarding the issue.
Communicate with customer and inform them of resolution taken by Profile.
Interface with team members on rootcause identification, customer restitution, and process improvement to avoid future occurrences.

_ Customer Support_

Communicate and coordinate with shipping coordinators to facilitate timely and accurate order fulfillment.
Obtain and provide freight quotes domestic and international to customers and sales team members to assist in gathering prospective sales from new and existing customers.
Contact customers to pickup orders that are ready but have not shipped.
Understand all products to provide resolution to customer inquiries.
Provide open orders reports to customers and sales.
Manage and update request dates for customer shipment needs accordingly.

_ Sales Outreach_

Regularly contact customers to facilitate the submission of orders per sales forecast and special promotions such as the Early Order Program. Notify relevant Account Managers when customers are not placing orders according to sales forecasts or prior communications.
Assist the sales team with new product launches. Verify literature and sell sheets were received by the customer.
Process requests for literature and trial sample orders including monitoring product replenishment and timely fulfillment of customer requests.

Job Requirements

Essential Qualifications

Preferred experience in Horticulture
Minimum 710 years of experience in customer service.
Must have experience in international shipments. Possesses knowledge of export procedures, terminology, and document requirements.
Is a proactive and creative team player who will look for and implement ways to improve and streamline processes while adding value and increasing the scope of outlined duties.
Able to effectively listen to and understand information presented by others and to ask questions as appropriate.
Able to communicate information and ideas clearly to others.
Able to prioritize and complete multiple responsibilities and duties with mínimal supervision.
Is selfmotivated, organized, detailoriented.
Experience in customer database (Microsoft Dynamics CRM) and Microsoft Office Suite.

Having these skills would be a plus:

Strong Excel skills is a plus.
Bilingual (Spanish) a plus.

Education and Experience

Language Skills

Ability to read, write, speak English; proficiency in Spanish not required but is a plus.

Physical Demands:

_The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

While performing the duties of this job, the employee is regularly required to talk or hear.
Possess the ability to fulfill and any alloffice activities normally expected in an office setting, to include, but not limited to:
Remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies (paper reams, mail, etc.).
The employee must occasionally lift and/or move up to 2025 pounds.
May require more than 40 hours per week to perform the essential duties of the position.
Fine hand manip