Customer Service Representative

LanceSoft, Inc. is a leading staffing firm in the US focused on connecting businesses with the right talent. They are seeking a Customer Service Representative to manage order processing transactions and respond to customer inquiries efficiently across multiple channels.

Responsibilities:

• Execute and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers
• Responds effectively and efficiently to internal and external inquiries across multiple channels, ranging from orders, product availability, pricing, delivery, billing, and other forms of documentation
• Handle customer order inquiries and engage with relevant stakeholders to resolve issues in a timely manner
• Accounts & backlogs management, proactively communicate changes/delays and suggest alternative options whenever possible to mitigate escalation due to shipping delays
• Prompt coordination with logistics team for timely pick up & delivery
• Liaise with manufacturing facilities & 3rd party vendors as necessary
• Work with Finance on Accounts Receivable, Accounts Payable issues & follow up when needed
• Participate in order management process improvement when needed
• Responsible to meet all operational KPI and SLA
• Ensure all documentation and order processes are in line with corporate guidelines and compliance
• Reports preparation on regular basis
• Perform other duties/projects as assigned

Requirements:

• Execute and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers
• Responds effectively and efficiently to internal and external inquiries across multiple channels, ranging from orders, product availability, pricing, delivery, billing, and other forms of documentation
• Handle customer order inquiries and engage with relevant stakeholders to resolve issues in a timely manner
• Accounts & backlogs management, proactively communicate changes/delays and suggest alternative options whenever possible to mitigate escalation due to shipping delays
• Prompt coordination with logistics team for timely pick up & delivery
• Liaise with manufacturing facilities & 3rd party vendors as necessary
• Work with Finance on Accounts Receivable, Accounts Payable issues & follow up when needed
• Participate in order management process improvement when needed
• Responsible to meet all operational KPI and SLA
• Ensure all documentation and order processes are in line with corporate guidelines and compliance
• Reports preparation on regular basis
• Perform other duties/projects as assigned
• Customer service
• solve problems
• critical thinking
• excellent keyboard entry
• order management
• ERP experience
• SFDC experience
• Education - High School Diploma or some College
• Experience- Prefer 1 year of experience in Customer Service and order processing (handling end to end transactions in Quote to Bill)
• Candidate must be service oriented, able to work under pressure with excellent phone, email etiquette skills and able to handle difficult customers
• Excellent communications skills
• Experience in ERP, SFDC & MS Office preferred