Customer Service Representatives

Location: Mansfield, Massachusetts
Posted On: 8/10/2017
Job Code: 7460_CSR_MA_MF
Job Description
Job Title: Customer Service Rep
Location: Mansfield MA
Duration: 12 months (High possibility of extension)

Job summary:
The Strategic Partner Services & Solutions Customer Care Representative (CCR) is responsible for providing solution-oriented support related to all areas of customer service. The CCR will also assist with master data of customers and contract pricing analysis for our key strategic customers. The position includes, but is not limited to, managing customer orders and requests, managing customer and pricing setup requirements, performing account and contract analysis, and data auditing. The Strategic Partner Services & Solutions CCR will support the Strategic Solutions Manager to drive standardization, sustainability, and quality services & solutions. The Strategic Partner Services & Solutions CCR will also support Lean OpEx initiatives and will work to recognize and create process improvements to drive efficiency, effectiveness, accuracy, and quality.

Essential job functions:
• Place standard and expedited orders, as well as process customer approved returns and credits in JDE.
• Respond accurately, promptly and effectively with daily call and email volume.
• Utilize company policies and procedures while providing customer excellence.
• Research product availability, release dates and tracking and communicate to the appropriate internal or external customer.
• Work with our distribution center and carriers to meet scheduled delivery requirements.
• Determine corrective course of action in problem situations, balancing customer satisfaction and financial cost.
• Work with business stakeholders to maintain customer, product and pricing synchronization.
• Gather and analyze data to identify trends as well as recommend and implement solutions.

Supplemental job functions:
• Utilize continuous improvement methodology including metrics, scorecards, and dashboards.
• Support special project participation.
• Serve as a liaison with business stakeholders to maintain customer and product synchronization.
• Analyze master data and work with key stakeholders to uphold its integrity.
• Gather and analyze data to identify trends as well as recommend and implement solutions.
• Supports business model conversions and executing actions through the use of project management methodologies.
• Update Standard Operating Procedures to reflect current policies, procedures, and data standards.
• Perform additional duties as directed.

Education & formal training:
Bachelor's preferred, but at least a high school diploma with comparable experience.
Work Experience:
Customer Service experience required.
Experience in the following data domains preferred:
product, customer, pricing, rebates & tracings, and

Knowledge, skills & abilities:
• Strong analytical and problem solving ability.
• Excellent oral and written communication skills.
• Excellent interpersonal, team oriented skills.
• Ability to synthesize complex issues and present resolution to all levels of management.
• Knowledge in MS Office Access and Excel, Sequel Viewpoint, Tableau, or other data mining and analytics tools preferred.
• Ability to work in matrix environment.
• Experience with sequel queries and tableau is a plus.
Category:Non-IT  code:new
Job Requirements
CSR,Customer service,Excel, Sequel Viewpoint

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Contact Details
Sparsh Patel