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Customer Service Rep

Company: CPS, Inc.
Location: Evanston
Posted on: May 3, 2021

Job Description:

Manages all aspects of order processing and order fulfillment including entering orders received by email (team mailbox), fax, customer portal, or EDI and then logging order information in CRM system in adherence with company procedures. Enters orders reviewing for accuracy of pricing, credit terms, ship method and shipping notes, proper warehouse routing, consistency for product description and codes, and all other key order fields, saving a copy of the order to the ERP system. Resolves customer order errors via email and phone clearly outlining the action required by the customer, requesting a revised Purchase Order with the updated changes, and following up daily until resolved. Answers incoming customer calls and emails, brings inquiry to closure or identifies correct internal resource to address customer need. Handles exceptions as required and general inquiries and correspondences for customers. Processes return goods requests and issue RGA or credit per proper procedure. Responsible for documenting customer complaints and service failures into CARS system. Advise appropriate personnel of sensitive issues. Reviews customer debits and process according to procedure.Scan, file, and organize documents. Attach shipping lists and Bills of Lading to orders in ERP system. Make appropriate decisions, prioritize activities, and complete needed volume of work in a fast-paced account management environment that requires project and time coordination skills. Identify opportunities for additional product sales by understanding customer order patterns. Maintains Customer Master database records for address changes by updating account information. Assist Customer Service Manager in creating/maintaining procedures. Collaborate with the following departments: Accounting, Shipping, Receiving, Planning, Product Management, Sales and Marketing, and Technical Support. Work with the management team to stay updated on product knowledge and be informed of any changes in company policies. Maintain a professional demeanor and present the organization in the best light possible. Back up to the Customer Support Traffic Specialist as needed. Other duties as needed.#li-km1 #li-km1

Keywords: CPS, Inc., Evanston , Customer Service Rep, Other , Evanston, Illinois

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