Customer Service Representative

Whitmore Manufacturing is a global provider of innovative products and services that enhance the reliability and performance of industrial assets. The Customer Service Representative role focuses on ensuring smooth and accurate order fulfillment through daily interactions with customers, distributors, and internal teams.

Responsibilities:

• Manage the entry, routing, and fulfillment of customer requests for information relating to order fulfillment such as requests for pricing, product availability, MSDS, COA, product specification sheets, shipment tracking, etc
• Improve customer satisfaction and loyalty by building strong relationships with customer accounts
• Negotiate commitment dates and enforcement of business rules with customers for all sales orders
• Adhere to all order fulfillment and ISO procedures and any applicable cross functional process to ensure orders are processed first time right
• Carry out P.O. review throughout the entire order processing cycle ensuring pricing accuracy per documented price deviations and communications
• Perform any required credit/debit memo adjustments / return of material as per global guidelines, obtaining and documenting all necessary approvals and doing any necessary follow up with internal/external customers as needed
• Follow all environmental and safety regulations, related to the business sector, and act in compliance with all US laws
• Manage or participate in special projects as required
• Ensure appropriate monthly reconciliation activities are completed on a timely basis to positively impact monthly sales reporting for all consignment accounts
• Build and maintain good relationships with internal customers
• Other duties assigned by your supervisor

Requirements:

• Associate's or Bachelor's degree in a relevant field
• Proficiency in MS Office – Word, Excel, PowerPoint
• General understanding of Supply Chain Management and the impact that different order activities and changes have upon the different points of the chain
• Ability to acquire detailed knowledge of specific customers, products, product lines, and packing & shipping standards
• Understands freight terms, payment terms, and pricing terms
• Ability to liaison with other cross functional employees within Supply Chain and work with multiple processes and procedures
• Highly self-motivated and capable of working independently
• Ability to recognize, analyze, and offer solutions to customer problems or involve the necessary people to ensure the problem is properly resolved
• Ability to analyze customer order patterns to enable continuous improvement of order fulfillment process
• Quick learner and have the ability to keep an open mind to changes that may impact daily activities
• Experience with JDE or SAP preferred, but not required