Job Description

Job Description

Airswift has been tasked by one of its chemical clients to look for a Customer Service/Inside Sales Rep to work a 1-year hybrid contract in Houston, TX. This contract has the possibility to be extended or become direct based on performance.

Under the supervision of the Customer Service Supervisor, the Customer Service/Inside Sales Rep is accountable for establishing a strong customer relationship – based on trust and responsiveness. The CSR will accurately process customer orders in an efficient manner to ensure customer demands are met, manage customer complaints and issues and be empowered to resolve issues in a timely and professional manner. This will be a hybrid position (3 days in office, 2 from home).

Some of the daily responsibilities:

Order Entry

• Process received orders to ensure accuracy and entry in to SAP/SFDC
• Good understanding of various order processing (EDI, fax-to-EDI, web-to-EDI)
• Verify all POs migrated by Independent Reps for accuracy & make any necessary changes according to the customer PO. Advise customer and/or Rep of changes if any
• Understands and correctly interprets Service Level Agreement for customer and sales team, including all retail customer contracts and requirements

Order Maintenance

• Schedule and Maintain orders in SAP and SFDC
• Create deliveries for released orders by calculating truck loads
• Respond to inquiries via email or phone, e.g. inventory availability, production schedule, technical questions, products and policies
• Coordinate with Shipping to build efficient loads and schedules for pool trucks
• Maintain records of customer interaction, in SFDC – Voice of Customer (VOC)
• Managing the status of open orders/backorders
• Communicating with Reps/Customers to obtain T/L fills and B/O releases
• Run daily Order Edit
• Send weekly open order reports to all Reps
• Coordinate with Planners, Sales Manager/Representative, Credit Manager, Salesforce.com Administrator
• Provide verbal quotes (Q1 and Q2) and entered into SFDC

Conflict Management

• Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner
• Keeps customers informed of any issues of orders/deliveries
• Attend trade shows to showcase knowledge of product and assist sales team
• Keep SFDC administrator abreast of any problems within Salesforce (i.e., pricing discrepancies, etc.)

Credit, Debit, RGA

• Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
• Researches deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue
• Process credit applications for new or updated customer SAP accounts
• Gather information for credit/debit memos and forward to customer service

Inside Sales:

• Make outbound sales calls
• Upsell existing accounts/products
• Prospect for new business as requested

What you bring to the table:

• Formal education such as a Bachelor’s degree or certifications or 1-3 years of practical customer service/order entry.
• Inside sales experience
• Strong interpersonal and relationship management skills
• Experience and comfortable in conflict resolution
• Ability to multi-task
• Good systems aptitude and solid PC/keyboarding skills
• Strong basic math skills

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