Customer Service Representative

Berean Group International, Inc. is seeking a Customer Service Representative to join their team. The primary responsibilities include processing incoming sales orders, responding to customer inquiries, and maintaining accurate records of customer interactions.

Responsibilities:

• Order entry and customer maintenance
• Accurately process customer sales orders into company ERP and/or legacy systems
• Setup and maintain customer master data for both existing and new customers
• Follow up on customer sales orders as appropriate, including shipping/delivery verifications, payment issues, etc
• Process credit card orders
• Process returns and issues return authorization numbers in accordance with company policies and procedures
• Maintain financial accounts by processing customer adjustments and credits as required
• Process necessary OS&D adjustments in accordance with Nutricia North America’s policies and procedures
• Process orders reconciliation at the end of each day
• Greet customers warmly and quickly ascertain problems or reasons for calling
• Maintain product knowledge of all categories
• Answer phones and respond to the written requests of customers
• Provide customers with product pricing and ordering information
• Advise customers of Nutricia North America’s policies regarding orders and returns
• Maintain accurate and up to date records of customer information and interactions in the appropriate system(s), noting when follow-up is required
• Follow-up on customer inquiries not immediately resolved
• Liaise with both internal logistics and 3rd party warehouse/transportation providers to inquire on order statuses and provide Proof of Delivery for shipments as requested
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
• Escalate customer calls to Lead CSR or Customer Experience Manager if unable to reach resolution
• Seek feedback from customers via surveys and email requests related to RMAs or complaints
• Provide credit applications to customers as requested via mail, fax or email
• Assist in providing training for temporary or new hires as needed
• Recommend process improvements
• Work together to accomplish results as a team as needed and offer support as necessary

Requirements:

• High school diploma or equivalent
• 1-2 years of customer service including but not limited to retail, food service, hospitality or call center, etc
• Proficiency with MS Office, including excel and word
• Experience with ERP and/or CRM software
• General knowledge of warehouse and transportation operations
• Own analysis of customer problems and action best solution
• Bilingual skills (English/Spanish/French Canadian) is a plus