Customer Care Rep II

Provides customer service by responding to customer calls and processing customer orders from receipt to shipment. Coordinates and schedules transportation with carriers to ship products between plants, warehouses and customers. Handles customer inquiries and resolves service-related issues and complaints of varied complexity for a variety of customer accounts.

Job Responsibilities, ????

• Answers incoming customer calls and uses system to enter order details. Collects information needed from customer and ensures full understanding of customers requirements.
• Schedules transportation with carriers for regular planned deliveries to and from customers, warehouses, and plants. Takes constraints, such as maximum loads, available time slots, etc. into consideration prior to making arrangements.
• Coordinates order details with customers, including suggesting changes in shipment dates or product selection and/or quantities, when required, due to availability restrictions. Interacts with other Shared Services departments and/or plant locations to ensure shipments are handled as requested.
• Handles a variety of customers concerns and asks appropriate questions to fully understand issues. Identifies problems and either resolves or escalates for resolution. Uses other systems to log in and track customer complaints. Ensures responses to customer are completed in a satisfactory manner.
• May assist less-experienced representatives with training of system and procedures.
• Participates in Center projects as directed.
• Adheres to policies, procedures including safety, internal control, Sarbanes-Oxley regulations and ISO 9000 standards.
• May participate in customer visits.
• Supports efforts to implement and maintain the Responsible Care Management System in line with the requirements of the RC14001 technical specification, as applicable to the site/region.

• Knowledge of logistics and specifically customer services and order processing procedures.
• Proficiency in the use of office systems, including use of enterprise-wide systems, such as JDE.
• Customer service orientation; displays proper sense of urgency regarding customer needs.
• Ability to interact with customers and internal peers on a daily basis.
• Organizational and problem solving skills.
• Attention to details and high level of accuracy.
• Good application ability on English.

Education/Experience

• Some college required; Bachelors/University degree preferred.
• 3+ years customer service experience, logistic experience.