Customer account representative job description

This role coordinates supply chain functions as it relates to the customer’s needs in order processing, customer inquiries, shipping, and returns. This position can also work with the Vendor Compliance team regarding processes that directly affect customer requirements and performance metrics. Description Process Customer Orders Answer inbound calls from customers related to orders (approximately 25-35/day) Respond to and compose emails from customers related to orders Manually enter orders into the system Release orders for delivery Provide EDI maintenance (including sku management) Resolve price holds Add/Cancel/Update items on orders Review/process order discrepancies (including credits and returns) Adhere to internal controls and requirements Process orders in a timely fashion without error Communicate with Customers (internal and external) Accept orders from customers via phone or email Communicate changes/updates to orders Provide updates to customers on shipping status, open orders, and product arrival Create spreadsheets with order information, shipping performance, fill rate Provide help with special requests as needed Partner with business units to understand the needs of the customer Customer Compliance Requirements Maintain knowledge of customer compliance requirements Understand shipping, labeling, and document requirements Disseminate critical compliance components to National Operations, Technical Solutions, Sales, Transportation and IT Qualifications Education High School Diploma (or G.E.D.) General Education Required Associate's Degree (or equivalent experience) in Business Administration or related field ExperienceMinimum 3 years – Robust customer service skills, customer facing Experience in high volume data entry Minimum 2 years - Call Center experience LanguagesSpanish PreferredSoftware/Technical Skills MS Office Suite (Word, Outlook, Excel, Powerpoint) Proficient typing/data entry skills Ability to navigate websites, search engines etc SAP or related order entry modules Other Skills/Knowledge/Abilities Excellent Customer Service skills Ability to multi-task and work in a fast-paced environment Strong communication skills, both verbal and written Strong attention to detail and follow-up* Highly motivated self-starter with strong critical thinking skills This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week.

Assigned office days will be determined by managers#LI-Hybrid Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago.

Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico.

For more information, visit www.brother.com.Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.

1.Manages customer orders, changes, and cancellations as received via phone call, fax, or other electronic communication.

2.Determines, negotiates, and/or communicates pricing (including margins, discounts, payment terms, shipping charges, etc.), delivery terms, shipping instructions or restrictions, anticipated delays, and any additional information requested.

3.Uses discretion and judgment when negotiating price to maximize profit margin while meeting the Customer's requirements.

4.Researches and identifies current vendors or other sources that carry non-stock product to fill Customer order. Negotiates pricing and delivery directly with these suppliers. Coordinates order placement with purchasing team.

5.Oversees large scale customer projects/orders ensuring product availability and timely delivery according to customer project timelines and goals.

6.Responds to Customer requests by providing information on product information, price, delivery, expediting, and tracking missing or delayed shipments.

7.Analyzes system generated reports to proactively track and/or expedite the status of open orders and quotes.

8.Provides Customer with product and technical support.

9.Receives, analyzes and processes Customer non-conformances. Initiates immediate containment actions to satisfy the Customer.

10.Acts as main point of contact between Customer and internal departments to ensure customer satisfaction.

11.Identifies opportunities to add-on or up-sell products to a customer that may benefit the customer, and suggests alternative products when a customer's requested product is not available.

12.Works closely with Operations, Finance, Materials Management and/or Outside Sales to ensure timely billing, adequate inventory levels and accurate delivery.

13.Attends internal and external training on industry products and systems offered by our vendors.

14.Supports the quality initiatives set forth by the Region.

Knowledge/Skills/Abilities:

1.A Bachelor's degree or a pattern of continuing education preferred. High school diploma required. Additional experience will be considered in lieu of a bachelor's degree or pattern of pursuing a degree.

2.High degree of knowledge of electrical distribution operations and/or similar product knowledge; two or more years of experience in operations, counter sales or in the electrical distribution industry required.

3.Effective written and verbal communication skills.

4.Ability to organize, prioritize and complete tasks at own initiative with minimal supervision.

5.Basic computer skills with MS Office products required with thorough knowledge of the business system required.

Reporting Relationships:

Reports To:Customer Account Supervisor or equivalent

Direct Reports:None

Working Conditions:Normal office environment

EEO/AA/M/F/Vet/Disability Employer

Job DescriptionGreat opportunity to learn and grow with the Team and the business! SupplyOne is a rapidly growing value-added distribution company in Columbus, OH. We have full benefit programs, flexible hours and great opportunities for advancement as well as great learning opportunity and growth within a close team. We are looking for a Customer Service Representative to provide a consistent, high-quality customer experience for our key accounts. Someone that models exceptional service in all they do to create lasting partnerships by putting customers first.

The Customer Service Representative is the relationship and communication link between the customer, sales, and operations and proactively serves as a critical point of contact for order management, service, and support, problem-solving and relevant project information for their internal and external customers.

The CSR is a highly valued team member that works with the sales team and acts as an advocate of SupplyOne values, services and capabilities to provide complete solutions and the full breadth of core product categories to meet and exceed sales growth targets.
Responsibilities
Key Duties & Accountabilities
(Primary responsibilities & quantifiable measurements)
On-Site position Process and confirm orders and/or communicate what needs to be ordered, the day they are received Generate standard quotes within 24 - 48 hours of receipt Answer phones by the 3rd ring, and all emails by the end of each day Build, maintain, and keep price lists current to protect and maintain GP margins Build accurate specs and inventory items within 24-48 hours Resolve customer problems and elevate issues immediately to an acceptable, timely and appropriate resolution Monitor customer min/max, open orders, back orders and inventory levels alerting customers immediately to changes to deliver on time, in full and in spec (DIFOTIS) Must frequently use independent discretion, judgment and decision making skills to achieve quality and performance standards Serve as liaison with sales, purchasing, design, manufacturing and shipping



Essential Functions
(
Essential/secondary functions that support the primary responsibilities)
Prepare proposals and miscellaneous correspondence Maintain thorough customer records Monitor and resolve slow payment issues Assist with slow moving inventory Expedite material based on customer needs


Required Skills
Organizational Core Values
(Behaviors and values that are essential to be successful in our environment)


Customer service begins inside - We serve our colleagues with excellence so we can serve our customers with excellence. Get it right the first time - We are reliable, thorough, practice active listening and pay attention to detail to ensure the best results. Philosophy of velocity - Our responsiveness and speed to market give us the competitive edge. Personalized Service - We go beyond what the customer expects, understand what they are going through, and anticipate their needs to make their interaction with us the best experience of their day. Act like an owner - We are empowered to protect, cultivate and grow our business responsibly. We can’t stop learning - We know our stuff, embrace change and relish feedback.
Educational/Training Requirements/Experience
(What your background should look like)


High School diploma/GED University Degree (Preferred) Experience in a customer service role preferred
Minimum Skills, Knowledge & Ability Requirements


Determination and persistence at obtaining goals Strong organizational skills; ability to prioritize tasks Demonstrated initiative in personal professional development Basic arithmetic including gross profit calculations Attention to detail and accuracy Proficiency in Microsoft Office including Excel, Word, PowerPoint and Outlook Ability to communicate effectively in writing, verbally over the phone, and in person, at our own site and at customer or 3rd party sites Maintain regular and punctual attendance