Customer Service Rep - Coleman

Summary

Ensures accurate, timely and efficient order management for all customers. Supports the assigned Sales Director by providing accurate and timely communication with customers. Provides administrative support for Sales Directors as needed.

The salary range for this position is $20.80 - $31.20 per hour, based on experience and qualifications with annual bonus available (variable depending on performance).   

Principal and Essential Duties & Responsibilities

• Obtain all purchase orders before order deadlines.
• Enter orders, ensuring accuracy of item codes, case quantities, prices, ship-to location and ship dates before order deadlines.
• Properly invoice customer orders utilizing bill of ladings, ensuring pricing accuracy and supporting documentation are correct.
• Verify accuracy of order with customer by providing order confirmation no later than COB the day after the order is received. Notify customer in writing of any inaccuracies and updates needed on their purchase orders.
• Communicate company notices, order deadline changes and deviations from order quantities, prices, or delivery dates to customers in a timely and professional manner.
• Distribute written company notices as needed to customers reflecting any impacts to their account and relationship with Coleman Natural.
• Monitor order patterns and assist customers with their ordering process.
• Work with internal teams, including Operations, Logistics and Accounting to resolve order-related issues and manage orders from entry through delivery and invoicing; escalate concerns when necessary to ensure customer satisfaction.
• Participate in weekly meetings and cross-functional team calls, ensuring availability to provide expertise and support for managed customers.
• Assists Sales Directors with completion of Promotion Requests, administrative forms and tasks as needed.
• Maintain assigned customer files, desk manuals, standard operating procedures and checklists; ensure accurate record keeping within company systems.
• Call-accounts, when needed to sell long and close-dated product. 

Minimum Education

• Requires a high school diploma or equivalent.

• Experience in customer service-related activities

• Experience working in a retail or wholesale company environment strongly preferred

• Must be able to prioritize to complete all tasks within the allotted timeframe

• Must exhibit politeness, confidence, tact, patience, and diplomacy while dealing with complex problems

• Must be proficient in Microsoft Outlook, Word and Excel 

Environmental Factors and Physical Requirements

1. Position is mostly sedentary but may require occasional moving to other offices or buildings.

2. May need to move light equipment or supplies from one place to another.

3. May need to access files, supplies and equipment.

4. Work activity is in an office, open-partitioned, cubicle environment.