Customer Service Representative

Ravago Manufacturing Americas; Kent (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

Ravago Americas seeks a Customer Service Order Manager to oversee the flow of customer orders and make critical decisions to address each need with creativity and professionalism. You will strengthen account relationships and reduce order errors while ensuring timely delivery.

In this role you will manage accounts, enter orders, coordinate with warehouses, and liaise with pricing staff to ensure correct invoicing. Strong English communication and ERP experience are needed.

Qualifications

• Education includes high school diploma; bachelor’s degree preferred.
• Minimum 5 years in a customer service role with order management.
• Experience with export processes and documentation preferred.
• ERP experience (Datacor) a plus; proficient with MS Office.

Responsibilities

• Independently manage customer accounts and oversee assigned accounts.
• Enter customer orders accurately into the sales software.
• Proactively manage direct-delivery orders and coordinate with suppliers.
• Communicate order status with customers and ensure up-to-date information.
• Fulfill orders with appropriate inventory and maintain relationships with buyers.
• Resolve customer questions/complaints with discretionary solutions.
• Oversee end-to-end order process from receipt to delivery.
• Coordinate with outside warehouses for pickups and deliveries.
• Support pricing accuracy and accurate invoicing with pricing staff.
• Assist with special projects for the Director of Customer Experience.

Skills

Communication skills

Customer relationships

Fast-paced

Customer service

Self-motivated

Organizational skills

Issue investigation

Education

High School diploma

Bachelor's degree or related training

Tools

Datacor ERP

SOP Software

Microsoft Office

Job description

Objective / Purpose

The primary purpose of this role is to manage the process flow of customer orders and make critical and timely decisions related to customer needs. Our customer service department is the front-line for customers’ requests and as such is tasked with formulating plans to address each situation with creativity, openness, and geniality. Customer service is responsible for decreasing the order error rate and increasing customer satisfaction. They are required to develop and strengthen account relationships.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.

• Independently manage customer accounts – each customer service rep is assigned specific accounts that they are responsible for overseeing and influencing for optimal satisfaction


• Enter customer orders into the sales software efficiently and correctly


• Proactively manage direct-delivery orders by submitting requests promptly and fostering strong, ongoing partnerships with suppliers through clear, consistent communication.


• Communicate with customers regarding order status making sure the customer has the most up to date information


• Fulfill orders with appropriate inventory


• Build strong relationships with key purchasing personnel to have a distinct understanding of their needs. Use that unique understanding to critically assess orders for accuracy and consistency


• Acts as the front line resolution manager for incoming questions and complaints using discretion on how to address and devising appropriate solutions and alternatives


• Manages the order process flow from receipt of order to delivery ensuring all steps are completed with accuracy and timeliness


• Exhibits tact, patience, and diplomacy while wading through complex problems


• Coordinate with outside warehouses and determine best plan of action for scheduling pickups and deliveries.


• Oversees pricing precision and communicates closely with the pricing personnel to insure accurate invoicing


• Completes special projects for the Director of Customer Experience as needed


• May include other duties as assigned

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

• Excellent written and oral communication skills


• Ability to create, enhance, and maintain customer relationships


• Handles fast paced and stressful situations well


• Exceptional customer service skills


• Self-motivated with the ability to work accurately and efficiently


• Maintain organization amongst a process flow with moving pieces


• Skilled in investigating issues and formulating creative solutions

Minimum Qualifications/ Education / Experience / Certifications

• Education:
  
  
  
  • High School diploma required
  
  
  • Bachelor's degree or related training equivalent preferred
  
  


• Experience:
  
  
  
  • Minimum of 5 years of relevant work experience in similar title and scope of responsibility – preferred
  
  
  • Experience with export processes and documentation is required
  
  
  • Experience with ERP systems (Datacor preferred) is a plus
  
  


• Systems Experience:
  
  
  
  • SOP Software
  
  
  • Microsoft suite: Outlook, Excel, Teams, SharePoint, PowerPoint
  
  


• Language:
  
  
  
  • Proficiency in English required
  
  

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience.

• This job primarily operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and mobile communications devices.


• Must be comfortable working in a shared space, with constant noise, with/or without the use of a private office.


• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

Notice To Applicants

Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.