Customer Support Representative- Order Management

The primary role of the Customer Support Representative is to provide exceptional day-to-day customer service to all of our customer contacts and support other members of the customer support team. The Customer Support Representative will handle the day-to-day order entry and will report directly to the Customer Support Manager.

KEY ACCOUNTABILITIES & RESPONSIBILITIES

• Accurately and efficiently complete data and order entry.
• Provide customers with prompt, clear and thorough assistance via email and/or MS Teams.
• Resolve customer concerns effectively and efficiently, in a professional and customer centric manner, using the proper escalation process when necessary.
• Liaise with other internal departments to resolve any issues that may affect customer orders.
• Receive, process and verify customer purchase orders through e-mail and/or EDI.
• Provide customers with confirmation numbers, order status updates or requested information, as needed.
• Generate order labels on a specific customer need basis.
• Provide pro-forma invoices for international customers and follow up regarding confirmation of the pro-forma.
• Help maintain customer master database and communicate changes to appropriate personnel and/or departments. Observe at all times client confidentiality and company policies for data protection and security.

EXPERIENCE & EXPERTISE REQUIREMENTS: The ideal candidate will possess:

• At least 5 years of experience in a customer care environment, preferably in the health and beauty or consumer products industry.
• Bachelor's degree preferred.
• Demonstrated appreciation and understanding of the importance of customer care as a function of the business.
• Articulate with exceptional verbal and written communication skills, including a high standard of spelling and grammar.
• Excellent follow up skills.
• Outstanding interpersonal skills and the ability to build and maintain relationships with all internal departments as well as external parties.
• Excellent work ethic with a "do what it takes to get the job done mentality.
• Strong sense of urgency.
• Self motivated with a drive to deliver the best.
• Willingness to contribute ideas within a team to improve customer experience.
• Exceptional organizational skills and the ability to prioritize in a fast-paced, rapidly changing environment.
• Keen eye for detail and organization.
• Experience with Microsoft Office applications, including strong Excel skills.