Job Title : Customer Service Employee

Duration : 06 Months contract to hire

Location: Piscataway, NJ 08854

Shift: Monday – Friday; 40hours week; 8:00AM – 5:00PM

Pay Rate: $28 - 30/hr on W2 (all inclusive)

Job Summary:

• Process customer complaints including the investigation and the resolution. Work cross-functionally across the and customer organizations to ensure appropriate problem resolution.
• Partner with operations colleagues (at and customer sites) to arrange for, and follow through, on all shipments and related transactions.
• Coordinate order status, availability (pricing, and delivery to customers). Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.
• Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.
• Respond to customers’ inquiries. Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in SAP
• Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated database.
• Ensure special handling of large to complex customer’s requirements with regards to product specifications, special packaging, regulatory compliance, etc.
• Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.
• Communicate customer expectations by interfacing with various Dept./areas
• Handles inquiries in Customer Service Group mailbox as well as voice mail system for all accounts.
• Works with credit and A/R to resolve customer disputes.
• Represent Account Management and interface externally with customers in meetings.
• Communicate pricing information to customers as needed.
• Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders.
• Follow up with Sales Representatives and other internal leads to maintain feedback to ensure focused consistent service to customers.
• Process customer orders for diverse customer base, which have multi-level organizations while proactively maintaining ongoing relationships with customer and sales staff.
• Provide customers with all requested documents including C of A, MSDS, COFA, specs, or any other regulatory or documentation requests as needed.
• Act as a liaison between customers and internal departments on special requests.
• Compile and maintain SOP/reports for assigned accounts, as needed.
• Perform other related duties as required in the Customer Service Department.

Additional Job Competencies / Job Relationships / Specialized Skills:

• Demonstrated ability to synthesize and identify priorities/specific issues with customers.
• Demonstrated ability to direct issues to correct internal stakeholder. (i.e. QC, marketing team, sales, Production, purchasing, etc.)
• Knowledge in sales and distribution (SD) module such as: sales order and delivery functions, invoicing, credits/debits and return goods processes.
• Familiar with interactions with production planning, material management, inventory management and logistics (i.e., freight, pallet quantities)
• Excellent interpersonal skills.
• Exceptional verbal and written communication skills.
• Excellent computer skills including Windows-based applications.
• Excellent Organizational skills
• Detail oriented including follow up, quality focused, problem solving skills, conflict resolution experience
• Analytical, results and solution oriented, as well as customer and team focused.
• Ability to work in a fast-paced environment where “multitasking” is a must
• Independent Worker. Works well under pressure & good at meeting deadlines.

Education:

• Bachelor Degree plus 1 year of comparable business experience preferred, or
• 4 years experience in Customer Care/Sales/Logistics related function
• Understanding of plant/warehouse systems and procedures for shipping, accounting, etc.
• Understanding of Logistics/Operations and impact to fulfilling customer orders.
• Provide order management support for Fragrances Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.