Job description

The Customer Service Representative works as a part of our Customer Service team to ensure accurate and timely processing of all customer requests, inquiries, expedites, order entry, and status updates. The Customer Service Representative is a customer-facing position that requires great communication and rapport-building skills to enhance the customer experience.

If you are team-oriented, client-focused, and possess great attention to detail, we encourage you to apply today.

Work Location: Clackamas, OR
Work Hours: 8 am – 5 pm
Position Classification: Full Time – Direct Hire
FSLA Status: Salary Exempt

Primary Job Responsibilities: Daily duties of the role include but are not limited to –

• Receives and processes customer purchase orders, reviews for accuracy and completeness.

• Contacts customers regarding any discrepancies or missing information on their purchase order – updates the ERP system accordingly.

• Performs allocation of inventory to customer orders based on inventory availability and customer delivery requests.

• Sends order confirmations to customers regarding expected delivery dates. Follows up with customers to provide status updates on any backorders or delays pertaining to the customer‘s order

• Creates, processes, and manages return order requests. Issues documents/documentation in the required system (ERP and/or Quality system) and follows through with return processing to ensure the process is completed from start to finish and the customer is satisfied.

• Cross trains with production planning and Senior Buyer to assist with additional purchasing activities as required.

• Manages customer open order reports as requested and provides details on delivery schedule and notes any potential changes to the customer‘s order

• Works with internal colleagues to find substitutions if the necessity to fill a customer request

• Capable of resolving escalated issues which require other departments’ involvement

• Enters order confirmation dates on supplier purchase orders – proactively monitor and follow up with suppliers and customers regarding open orders for on-time delivery

• Expedites purchase orders with suppliers as needed

• Maintains customer/vendor contact information via the CRM and ERP systems

• Performs general data entry, forecasting, quoting, and other administrative tasks as required

• Coordinates the organization’s supply chain and oversees logistics in support of the order fulfillment function

• Monitors product demand and reviews customers‘ forecast/usage based on current/historical orders while working with purchasing to develop inventory and production plans for inventory needs

• Outstanding critical thinking, analytical, and problem-solving skills with the ability to exercise good judgment

• Facilitate inter-departmental communications to effectively provide customer support

Minimum Skill Requirements: A qualified candidate must possess the ability to–

• Establish clarity about the intended results, pursue them with structure and perseverance, and accept responsibility for the results of her/his area of responsibility.

• Act in a consistent, predictable, and responsible manner. Speak up in the case of misconduct, conflicts, or differences of opinion.

• Think in terms of client-centric processes, aim for top client satisfaction, and promote and expect the same mindset from others.

• Contribute as much as possible to the “greater whole”, work with general business acumen and cooperate with other areas to do so.

Minimum Background & Experience:

• 2+ years in a Customer Support Role – either Customer Services, Administrative, or Departmental support

• Intermediate skills with Microsoft Office Suite.

• Strong phone contact handling skills.

• Great active listening skills.

• Excellent written and verbal communication skills.

• Ability to multi-task, prioritize and manage time effectively.

• People-oriented.

• High Attention to detail.

• Ability to work under pressure.

Relocation is not approved for this position. Candidates must be within a commutable distance to Clackamas, OR. After training the successful new hire will be considered for a hybrid work arrangement.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location

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