Customer Service Representative

Job Description

Job Description

We are looking for an experienced Customer Service Representative to join our team on a long-term contract basis in Parsippany, New Jersey. In this role, you will play a key part in ensuring smooth and efficient order management while delivering exceptional service to our clients. The ideal candidate will be detail-oriented, proactive, and skilled in communication to support our dynamic business operations.

Responsibilities:
• Accurately input and manage domestic and international sales and sample orders, ensuring all details such as pricing, product specifications, delivery timelines, and account information are correct.
• Monitor and oversee open orders, adjusting to changes prompted by customer requests, production schedules, or shipping delays.
• Maintain and update customer pricing information, running reports to identify issues and ensuring accurate billing for shipped orders.
• Process chargebacks related to demurrage or detention with high precision and ensure proper customer billing.
• Utilize tools like SAP, OneNote, and SharePoint to organize customer and product information while managing Z block reports.
• Work collaboratively with teams in logistics, supply chain, marketing, and sales to streamline order processing and enhance customer satisfaction.
• Investigate and resolve customer inquiries or concerns promptly and professionally to maintain strong client relationships.
• Generate reports and analyze data to identify trends or areas for improvement in customer service operations.
• Communicate effectively with customers via email and phone to provide updates, clarify details, and ensure their needs are met.• Minimum of 3 years of experience in customer service or order management roles.
• Proficiency in SAP and other related tools for order entry and data management.
• Strong skills in email communication and phone-based customer service.
• Attention to detail and accuracy in managing pricing and billing information.
• Ability to manage multiple tasks simultaneously and adapt to changing priorities.
• Collaborative mindset with experience working across departments such as logistics, marketing, and supply chain.
• Problem-solving skills to address and resolve customer concerns efficiently.
• Knowledge of chargeback processes, including demurrage and detention, is a plus.