Customer Service Coordinator (CSC1) FULL-TIME $19/hr, plus $1250 new hire bonus, see details below
I. POSITION OBJECTIVE (State the purpose of this job and reason for existence)
The CSC 1 is responsible for providing quick and outstanding customer service by handling assigned
accounts per the detailed responsibilities, while still adhering to corporate guidelines and processes.
II. MAJOR AREAS OF ACCOUNTABILITY (Describe major functions of this job)
1. Process customer's orders into AS400 system.
2. Track and review orders from order entry through to delivery, using various reports.
3. Create new product codes and other data in system as needed to support customers.
4. Respond to inquiries in a timely manner with accuracy and friendliness.
5. Set up new customer information and route for approval and handling.
6. Enter sample requests and follow up on status as needed.
7. Review and handle any issues or problems with assigned accounts.
8. Review and take action on daily reports as needed.
9. Follow company procedures to ensure company's direction is sustained.
10. Ensure proper approvals are obtained and escalation of issues is done to handle problems in a
timely and efficient manner.
11. Maintain proper records as required by company policy.
12. Special projects as deemed necessary by business demands.
13. Additional functions that may become necessary based on business demands
III. QUALIFICATIONS
A. TECHNICAL JOB CRITERIA (Minimal Technical Requirements)
1. Previous Related Experience Required
- 1-3 years of relevant corporate work experience preferred
2. Technical Skills Required To Perform This Job
- Excellent skills with MS Office emails, and excel
- Ability to pick up on AS400 system functions to perform job duties
3. Education (Minimal Education Needed)
- College degree preferred but not required – minimum HS degree required
4. Other Certification/Training Required To Gain Function-Related Technical Knowledge
- Completion of all assigned IMS training modules
- Training and understanding of AS400 system
5. Other Requirements (Physical/Mental Demand, Schedule/Hours, Travel)
- Excellent problem resolution skills and communication abilities
- Comfort with working under pressure in a fast-paced environment
- Ability to Manage Multiple Projects and Relationships Simultaneously
- Listening and Negotiation skills
- Time Management skills
- Ability to remember facts, situational data and history of events regarding assigned customers
- Ability to remember large amount of procedural details to ensure corporate compliance
- Travel is as needed by business demands
- Must have regular, reliable attendance and the ability to work outside the regular schedule as needed
B. FUNCTION-SPECIFIC COMPETENCIES/BEHAVIORS (Selected by Immediate Supervisor from Guideline
for Recruitment, Selection, and Hiring)
? Problem solving skills ? Skilled communication
? Organization of time and work ? Goal setting and acheivement
? Conceptual & analytical thinking ? Self Confidence
The physical and mental capabilities required in this job are those essential to perform Major Areas Of
Accountability. The Company intends to comply fully with the Americans With Disabilities Act, all other
applicable regulatory legislation, and, to treat each employee with fairness, equity and consistency.
III. INDIVIDUAL SPECIFIC JOB TASKS
(Recurring actions, tasks and process that support and/or are needed to achieve Major Areas of
Accountability. These tasks should include WHAT you do and HOW you do them. Begin each sentence with a
verb using present tense, For example: "Resolve abnormal overtime", "Review vacation relief schedule",
"Analyze financial report", and "Prepare sales report". Number each statement and have one task per
statement.)
1. Process orders and sample requests into system for assigned accounts.
2. Create new product codes and other data as needed to support customers.
3. Review and act on daily open orders reports to proactively track inventory and order shipment status.
4. Review order entry so that any errors on pay terms, sales reps, ship sites, etc. can be corrected immediately.
5. Review and act on backorders reports to maintain a clear and current shipment backlog.
6. Review shipment delay report for proper coding and take action on exceptions for improvement.
7. Submit backorders for close and cancel in the system as required per procedures.
8. Review fill rate report and provide feedback and actions for improvement on any fill rate under 95%.
9. Review and take action on product all set reports.
10. Review and handle all credit hold reports and issues.
11. Review and resolve completely carrier emails & problems.
12. Review and resolve completely customers and sales department inquiries and issues.
13. Review and follow up on sample requests to ensure timely shipment and business potential.
14. Setup of new EDI programs, review and correct EDI orders and invoice errors.
15. Resolve questions & problems for any internal issues or departments.
16. Review and resolve shipping issues.
17. Prepare and route New Account Forms, Order Revision Notices, Repack Forms, Min Max Forms and other
forms as directed by managers or trainers.
18. Prepare, route and follow up on RSA's.
19. File, review, and follow up on claims for proper documents, notes, resolution and closing within 3 weeks
target.
20. Resolve denied claims with customer as requested and confirm repayment.
21. Ensure all record retention is maintained as current and not missing or behind for orders or claims.
22. Uphold department and team spirit and enthusiasm by participating or taking the lead in company events or
department events.
23. Special projects as assigned by Management
BOS-03 WS-03 WS-TC WS-LC
Schedule Shift start: 8:00AM Shift length: 8 hours Benefits Health, dental, vision insurance Paid time off 401(k) plan Qualifications Must pass drug screen (cannabis excluded) Must pass background check Can lift 20 lbs Must be at least 20+ years old $1250 new hire incentive This bonus will be paid out in 3 separate installments ( 3 months, 9 months and 1 year )
