Customer Service Representative I

Job Summary

Responsible for following the Customer Support Department policies and procedures as they relate to the daily account maintenance, including order management, movement of short-dated inventory, communication of customer tracking information, order confirmation, inventory availability, backorder reporting and other customer related accounting issues, Salesforce case management, such as shortages, overages, pricing issues, damages, inventory allocation, DQSA paperwork and various sales analysis.

Job Responsibilities

• Processes customer orders and other requests in a timely and accurate fashion
• Authentication / Provide as requested DQSA paperwork.
• Obtaining customer Order Entry numbers as requested by Marketing
• Validates customers pricing on purchase orders.
• Provides professional customer support to customer segments for order entry, shipping inquiries, product availability, tracking information, product launch, and DQSA information.
• Provide assistance in the collection process, when requested by account receivables in regard to shipping errors.
• Process credits and shipping discrepancies through Salesforce case management.
• Provides support as needed to internal departments.
• Acts as a liaison between Indy and our customers as it relates to scheduling shipping appointments, issues with carriers & customer contact and address information.
• Ensures that appropriate direction is followed on company policies and process procedures.
• Researches and resolves shipping errors, discrepancies related to contract pricing on customer invoices and processes credit and debit memos.
• Generates reports for customer service level fill rate, customer back-order reports, shipping reports.
• Collaborates with NAM’s on regular basis to ensure appropriate communication takes place with identified strategic customers.
• Maintains and expands relationship with customers to ensure customer satisfaction while supporting company goals.
• Takes internal lead position to problem solve for- and make recommendations to- NAM’s.
• Tracks new product launches in conjunction with NAM’s.
• Performs other duties as assigned.

• Performs all work in compliance with our Code of Conduct and Business Ethics, and related policies and with the legal and regulatory requirements that apply to our job activities.
• Works as a member of a team to achieve all outcomes.
• Operates in accordance with our Code of Conduct and Business Ethics, and all established regulatory, compliance and safety requirements.
• Performs all work in support of our Values: Collaboration, Courage, Perseverance, and Passion and
• All other relevant duties as assigned.

Job Requirements

• Education
  o High school diploma or GED mandatory
• Knowledge, Skills and Abilities
  o Must be self-motivated and possess strong business ethics.
  o Able to make independent decisions.
  o Flexibility in dealing with constantly changing priorities and workloads.
  o Excellent oral and written communication skills
  o Attention to detail.
• Experience
  o 0–3 year’s customer service experience.