Customer Service Representative - Night Shift (12-Month Contract)

• Provide order processing data entry, perform necessary changes to customer address information in Oracle, including corrections, additions, and deletions while ensuring accuracy
• to place and manage orders, provide pricing and delivery information, and additional requests, by phone, fax, email, and EDI transactions
• Adhere to data governance policies and procedures related to data management
• Respond to inquiries in a manner which meets high quality, productivity and other performance standard in accordance with company requirements and customer needs
• Respond to customer complaints in a professional manner
• attempt to resolve complaints successfully in accordance with established guidelines
• Attempt to troubleshoot customers' problems
• Inform supervision/management of all unresolved complaints
• Respond to calls and emails received from our US & Canada stakeholders
• Document customer transactions accurately in Oracle
• Ensure pricing approval process is supported and works in compliance to Customer Service policies and procedures
• Utilize order-processing reporting system to ensure all orders are completed successfully through order fulfilment process
• Perform proactive follow up with other Customer Support Team members to ensure efficient resolution to customer requests through collaboration and effective teamwork
• Provide training and support for team members
• Provide support for special projects as needed
• Enter faxed and email orders, RMAs (Return Material Authorization), sample requests and complaints into Oracle, including confirmation to the customer if applicable
• Import consignment orders to Oracle and process RMA’s for 3PL’s (3rd Party Logistics)

• Strong personal computer skills and familiarity with Windows-based software
• Ability to read and comprehend simple instructions, short correspondence, and memos
• Ability to write simple correspondence
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to communicate clearly and effectively
• Effective retention skills
• Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately
• Must demonstrate strong written and oral communication skills in English
• Extremely detail-oriented
• Able to work collaboratively in a team environment
• Possess a customer-centric commitment to build and maintain customer relationships
• Demonstrate exceptional problem solving and organizational skills
• Display energetic, self-motivated and quick thinking with positive attitude
• High school, diploma or degree holder with minimum two (2) years or more customer service experience required

2-4 years’ experience in a high-volume customer service/call center capacity with a background in email or data entry highly preferred