Customer Service Representative - (Order Processing & ...

Customer Service Representative - (Order Processing & Customer Interaction)High Point, NC, 2726005+ Months Contract Possibility of Extension or Conversion Pay rate : $25.16/hr.Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.We are seeking a dedicated and proactive Customer Service Representative (Order Processing & Customer Interaction) to join our team and ensure the highest standard of customer experience across order processing, complaint resolution, and customer relationship management. You will act as a consultant for customers, supporting order-to-cash processes, and contributing to sales goals for the Americas region. Your efforts will directly impact customer satisfaction, process efficiency, and the reputation of our Customer Service Department as best-in-class.Key ResponsibilitiesOrder Processing & Customer InteractionProcess customer orders accurately and efficiently, ensuring they are entered into the ERP system within 24 hours.Track and expedite orders by coordinating with Planners and Logistics.Provide timely price quotations for direct accounts and non-standard pricing requests.Answer customer queries and resolve complaints by offering product knowledge and alternative solutions.Register customer complaints, coordinate resolutions, and initiate credits or RMAs when applicable.Escalate urgent PMMT (new product setup and color) requests and follow up to meet deadlines.Collaboration & Problem SolvingSupport the order-to-cash process and collaborate with third-party agencies to resolve collection issues.Raise issues with delivery and invoice processes with relevant teams.Identify opportunities to improve customer service processes and recommend enhancements.Investigate and determine root causes for customer service issues and implement corrective actions.Support training initiatives by offering process improvement suggestions and assisting new team members.Documentation & ReportingComplete the registration, filing, and archiving of customer service-related documents.Run ad-hoc reports regarding customer usage and history.Deliver tailored information on high-profile accounts as required.Compliance & SafetyAdhere to all corporate and site-specific policies, procedures, and HS&E standards.Ensure proper communication and cooperation between customer service and field teams.Decision-Making AuthorityPrioritize customer deliveries when resources are limited.Qualify and initiate urgent orders (JETS/Rapid Response).Recommend solutions for customer needs through product or specification suggestions.QualificationsEducationHigh School diploma or GED - RequiredAssociate's or Bachelor's degree - PreferredExperience4-5 years of experience with SAP - PreferredKnowledge & SkillsAbility to read, comprehend, and follow safety instructions.Excellent multi-tasking and prioritization skills.Strong interpersonal skills for effective customer interaction.Proficient in Excel, Word, SAP, and adaptable to new software.Able to use calculators, telephones, keyboards, and office machines daily.Strong communication skills both in person and over the phone.AbilitiesWork independently with minimal supervision.Quickly adapt to changing priorities and processes.Analyze customer needs and recommend solutions effectively.

Created: 2025-09-30