COMMERCIAL CUSTOMER SERVICE REP

Description

Summary: Under the general direction of the Fuller Commercial Customer Service Supervisor, personally perform or assist in providing support to Commercial customers. Process phone, fax, e-mail, and/or EDI orders of stock and direct ship items. Coordinate order processing with various internal departments, follow-up to make sure products are available for on time delivery, maintain files and coordinate individual customer order processing, labeling and routing requirements, confirm pricing and ship dates directly with the customer, answer customer product questions that come in on an 800 number line and e-mail.

Essential Duties: Other duties may be assigned.

• Create and maintain documents and required logs pertaining to ISO compliance requirements.
• Personally process customer stock orders received throughout the day via fax, e-mail and phone.
• Coordinate order entry with the Production Inventory Control and Marketing departments to coordinate customer required delivery dates.
• Process any credits coordinating customer charge back fees and short paid invoices with the Accounts Receivable and Credit departments.
• Check item pricing for accuracy.
• Use basic information such as the customer vendor and routing guides to make sure orders are processed and labeled properly to avoid customer charge back fees.
• Maintain customer master file information for order entry accuracy by adding new customer information and keeping current customer information accurate.
• Maintain various customer routing and vendor guides, keeping up to date on changes and additions. Coordinate these guides with various internal departments.
• Add notepad information to individual customer files that have specific order processing requirements. Maintain communications with credit department regarding necessary information to accurately process any qualified credits or charge backs to customer accounts.
• Answer customer product questions and inquiries. Be prepared to explain product how to and where to use questions. Negotiate a solution to customer complaint via a product replacement or refund through supervisor approval. Notify the appropriate internal personnel of any re-occurring product complaint. Keep self-informed of all new products and any changes to current products.
• Coordinate various order/shipments to any one customer to allow for internal and customer freight savings. Consolidate truck load shipments. Make up customer specific shipment labels, coordinate and instruct Shipping and Traffic personnel of the requirements.
• Process order receipts, acknowledgements, advance shipment notices and invoicing accurately to avoid vendor charge back fees.
• Handle all paperwork required to ship sample and catalog requests to various customers or potential customers.
• Maintain a filing system for customer invoices.

Qualifications

Qualifications:

• Excellent attention to detail
• Excellent verbal and written communication skills
• Strong organizational skills
• Able to multi-task
• Proficient with MS Office (Word, Excel, Outlook)
• Telephone and data entry experience
• Ability to show judgment and to work independently
• High integrity and discretion required
• Two to three years’ experience in customer service

Language Skills:

Must be able to read, write and speak English, bilingual a plus.

Certificates, Licenses, Registrations:

None

Work Environment:

• Work is performed in a typical office setting, but some time each day is spent in manufacturing and warehouses with the typical noises and dangers normally associated with these areas.
• Subject to intense pressures from various groups and to ever changing situations regarding supply and demand.
• Because of the nature of this position, knowledge that is sometimes confidential is available. Dissemination of this information is restricted and could lead to discharge.
• The employee is occasionally required to work in high, precarious places; Fumes or airborne particles; Outdoor weather conditions.

Physical Demands:

Essential functions can require:

• Standing or sitting for extended periods of time.
• Use hands to finger, handle, or feel objects, tools, or controls.
• Reach with hands and arms.
• Talking or hearing.
• Occasional walking.
• Stoop; kneel; crouch.
• Lifting/handling: exert up to 50 pounds occasionally; up to 20 pounds of force frequently; and/or up to 10 pounds of force constantly to move objects.
• Vision: color; close; peripheral vision; depth perception; and ability to adjust focus.

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

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.