Customer Service Representative II

Job Description

Job Description

Assisting department Manager in overseeing daily activity of customer service representatives. Including: all system information and order entry, timeliness of work completion, telephone etiquette, amount of time available on phones and assistance with problems or product information.

REQUIREMENTS AND RESPONSIBILITIES:

• Proof read orders to be entered into SAP, enter orders and create order deliveries
• Point of contact for Sales Representatives, customers, business to business accounts and internal personnel on all order related inquires such as pricing/item breakdown, detailed investigation resulting in problem resolution and possible alternative solutions for inactive items or back orders.
• Collaborate with Stockroom/Shipping personnel to investigate picking/shipping errors
• Perform back-order review to ensure items are shipped as they become available
• Proactively maintain a higher level of all product disciplines, SAP, and procedural knowledge.
• Assist with entering orders and phone coverage as needed
• Credit processing for the department, including issuing credit RA’s, receive in credits, maintain and update credit statuses.
• Create Credit Memo’s
• Manage and distribute incoming CS email orders from the shared email inbox and fax inbox.
• Assist Sales representatives with creating quotes for customers
• Reference all CSR I responsibilities

ADDITIONAL RESPONSIBILITIES:

• Aware of and comply with the RWMIC Quality Manual and applicable laws and regulations as they apply to this job type/position.
• Complete all planned Quality & Compliance training within the defined deadlines
• Other duties as assigned by Customer Service Operations Manager

QUALIFICATIONS:

• High school diploma or equivalent
• Minimum of 3 years customer service experience required, 1 of which must be completed in RWMIC Customer Service or directly related field.
• Professional friendly disposition, excellent phone etiquette, organizational skills & excellent attention to detail required.
• Strong verbal/written communication skills
• High level knowledge and understanding of all processes and procedures associated with customer service.
• Ability to maintain a positive attitude when dealing with difficult situations
• Must have intermediate knowledge of Microsoft Office Suite
• Must be a team player that works to ensure team goals are met or exceeded
• Proven ability to coach, mentor and lead by example
• Business acumen and math aptitude necessary
• SAP experience helpful
• Experience with and understanding of cross-cultural differences and the ability to work within this environment is crucial for successful employment.
• The following physical demands are required:
  1. Stand/Sit/Walk 8 hours per day
• RWMIC offers annual Immunizations for Hep B and Flu Shots to all RWMIC employees. RWMIC employees have the responsibility to themselves and the company to consider receiving these immunizations.
• All RWMIC Employees have the responsibility to themselves and the company to work safely.

WORK@WOLF

We offer competitive wages and a comprehensive benefits package, which includes:

• 401 (k) Retirement Savings Plan and Trust w/Matching Program
• Medical Insurance, Dental and Vision Insurance
• Company Paid Life & Disability Insurance
• Paid Time Off
• Paid Parental Leave
• Telecommuting
• Flexible Schedules
• Tuition Reimbursement
• Wellness Program
• Flexible Spending Accounts
• Unpaid Time Off

At Richard Wolf, we believe in creating a workplace where everyone has the opportunity to thrive. We are committed to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran, or any other legally protected status. We welcome all qualified candidates to apply for open positions.