PREVIOUS EXPERIENCE REQUIRED: 2 + years previous experience required as a CSR in this type of role.
SCOPE OF POSITION:
The CSR is responsible for and coordinates all aspects of a customer’s account from initial contact through the successful shipping of the customer’s products. The CSR is in charge of the company’s relationship with specific customers or clients. The CSR is responsible for the relationship with the customer for all future business.
BASIC FUNCTION
Provides high level of customer service to company clients – may range from 100 – 200 accounts.
Responsible for the supervision and management of each project for assigned customer base per the customer’s specification. This may entail the reading and interpretation of Quality documentation.
Responsible for the issuance and follow-up of all purchase requisitions and orders to complete projects.
Responsible for the processing and review of all paperwork to properly route orders within the pick and pack and shipping areas.
Responsible for the scheduling and timeline management of each project.
Responsible for the communication of project status to the customer during all phases of the project.
Serves as initial point of contact for set-up of client’s accounts in the system including all required specifications, logos to be printed, etc.
Communicates via phone and email to all Fulfillment customers and resolves issues to insure smooth shipment of customer’s products.
Build lasting relationships which will result in loyal customers.
Process daily order batches and upload shipping data.
Manage all consumer shipments including tracking information uploads.
Manage returns, lost orders and claims follow-up.
Responsible for fulfillment of release offerings including production of materials, compliance and eCommerce product data setup and systems management, order processing, fulfillment and reporting.
Work closely with internal staff and with fulfillment partner(s) to ensure adequate/timely supply and quality of shipping materials needed for releases.
Manage the daily Work closely with Director of Marketing and Business Operations in management of monthly shipment compliance tasks.
Manage inventory and data entry for monthly reporting.
Maintain product inventory levels, including monthly counts, at various inventory locations both on and off-site.
Insure that accurate information is provided to Accounting for the purpose of customer billing.
Responsible for the training of new hires in the CSR position.
Acts as the customer representative between Sales, Production and Customers.
Manage the customer’s inventory and reorder points.
Responsible for the review and correction of orders entering the plant.
Implements procedure and process changes as it relates to the position.
Prepares the final billing for all projects. Submits package with all related documentation to properly account for all charges to the client.
Review and write Standard Operating Procedures as it pertains to the department and function.
Maintain or acquire knowledge of all functions within the Operations of the company.
Performs all other functions as assigned.
PHYSICAL DEMANDS
The CSR must be able to sit and work at a desk for long periods of time. He/she must be able to operate a computer system. Use of a telephone is required. Ability to walk through the production/warehouse area and general company facility is necessary.
TRAINING & EXPERIENCE REQUIRED
Must be detail oriented.
PREVIOUS EXPERIENCE REQUIRED: 2 + years previous experience required as a CSR in this type of role.
Work location: San Diego, CA