Job Number: 2165420
Customer Service Representative
American Canyon, CA
The Customer Service Representative is responsible for processing incoming purchase orders from all channels, while ensuring pricing, promos, allowances and lead times are correct and working with the sales team, brokers and customers if they are not. This role is the point of contact for all customer, broker and sales team service issues and questions, ensuring that all matters are addressed in a timely manner.
Major Roles & Responsibilities
Process all purchase orders (POs) within 24 hours of receipt, ensuring pricing, promos, allowances and lead times are all correct to avoid deductions/returns or pursue revisions or approvals where POs do not comply with established protocols. Integrate and validate EDI POs.
Prepare accurate invoices that reflect, where applicable, established allowance, discounts, special language, etc., and that necessary backup is attached that supports the revisions or exceptions.
Ensure customer/broker/sales team questions and issues are taken care of accurately and in a timely manner.
Generate reports as required to support customer service activities, (i.e.: Short Report, Booked Report, and Open Order Report according to reporting schedule.
Execute against Customer Service projects as assigned
Participate and contribute to continuous improvement activities within the department
Provide backup support to other Customer Service reps and Samples room when needed
Maintain SOPs and Customer Master records related to assigned accounts and activities
Resolve customer deductions by investigating issues and providing supporting documents as needed
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