Customer Service Representative

Our Client in Dublin, VA is seeking a Full time experienced Customer Service Representative
Hours: 8:00am - 5:00pm Monday thru Friday
Salary: $50,000 yearly plus Incentive bonuses up to $5,000 based on performance
Job Description:
Provide excellent customer service to our existing customer base. Deliver information on products and help resolve problems involving customer needs.
Key Responsibilities:
Lead Initiatives to improve communication and customer satisfaction.
Lead and coordinate communication with all internal departments on priorities and risk factors to understand specific customer needs.
Oversee inventory management at multiple locations and provide ongoing maintenance of Min-Max inventory or make to order requirements. Develop inventory recovery plans and associated time line.
Maintain and manage relationships with warehouse team, carrier, vendors, and customers for a better coordination. Proactive communication is needed at all times including after office hours and weekends (H1).
Critical decision making impacting accounts daily and upon internal or external issues. Finding creative solutions to problems such as:
Ship short notice
Reschedule shipments
Fill shipments with different products
Compile detailed personalized account information to enable executive decisions
Conduct internal emergency meetings with production, quality, warehousing and logistics.
Utilize effectively multiple software tools to enter information such as:
Purchase orders
Sales orders
Reception of inventory
Credit notes
Place, track and meet deadlines for overseas orders. Communicate with the different partners in Colombia, Venezuela, and Mexico. Coordinate those orders to match production schedules internally (VA and/or AZ) and meet final customer delivery commitments.
Prepare and distribute product or service reports by collecting and analyzing customer information:
Quality Control (lot numbers)
Open orders/Backorders
Forecast input
Manage and distribute quality complaints through proper channels making sure the problems/issues are resolved in a timely manner and effectively communicated to the customers.
Resolve service or billing complaints by performing activities such as exchanging merchandise, refunding money and adjusting bills.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for any returned goods.
Send samples requested by Sales.
Coordinate customer visits with sales and HR to define agenda and plant tours when needed.
Support sales on the needed documentation for the collection of outstanding invoices.
Participate in customer visits as needed.

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