Customer Service Associate

Location: 8300 Lane Drive, Watervliet
Position Type: Full-Time
Hourly/Salary: Hourly - Competitive pay based on experience

Summary:
Provide support to employees and customers as necessary to resolve complex issues relating to customer satisfaction. Interact with other departments as necessary to resolve problems and issues as they relate to sales.

Essential Duties and Responsibilities:

  • Review order entry reports making corrections and adjustments as necessary.
  • Maintain and handle orders, refusals, returns, corrections, etc., providing timely resolution of problems.
  • Provide checks and balances daily for accuracy of credit memos issued to customers. Intercede and correct problems. Responsible for credits and debits to customer and vendor accounts.
  • Work collaboratively with multiple levels of vendors, customers and carrier administration.
  • Provide daily assistance for customers to expedite small parcel deliveries that are experiencing shipment delays per carrier reporting
  • Deal directly with carriers (small parcel and LTL) concerning issues and discrepancies. Process carrier claims in conjunction with other departments.
  • Utilize databases/spreadsheets or systems to track for identifying trends or customer service related items.
  • Provide feedback and suggestions for continuous improvement based on customer feedback or input (product packaging and quality, service quality, carrier quality of service, etc.).
  • Work cross-functionally with all departments concerning shortages, overages, pulling errors and damages.
  • Assist with SX Trend sales and administrative training.
  • Assist in the establishment and maintenance of Standard Operating Procedures.
  • Assist the receptionist position as necessary including back-up during breaks, vacations, etc.
  • Other duties as assigned.

Education/Skills:
High school diploma or GED equivalent. Preferred post-secondary education in customer service. Minimum two years' professional experience in customer facing position required. Ability to use common computer applications.

Other Skills And Abilities:

  • Communicate effectively through speaking, listening and writing
  • Work in a team-oriented fashion as well as independently
  • Keep manager abreast of operational activity
  • Ability to efficiently use computer and applicable software
  • Use problem solving skills and sound judgment in the dispatch of duties
  • Adapt to frequent changes in the work environment
  • Use equipment and materials properly
  • Practice safe work habits


Physical Demands:

The employee is frequently required to reach with arms and hands, stand, twist, bend, walk and sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

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Equal Opportunity Employer - Aids available upon request to candidates with disabilities.

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