Job description

Description:
This position is currently Hybrid - in the office every other Wednesday, However, a strong candidate could be totally remote.

Highlights of the job requirements:
Candidates with international shipping experience, logistics, creating manifests, checking to match calculations is what the hiring manager would like to see.

Summary: Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time. Order life cycle includes customer set up, part information and pricing, order entry, manage due dates and backorders, reporting, shipping, RMAs, debits, and credits. Interactions may be inbound, outbound or a combination of both.

Education/Experience:
 High School Diploma or GED required; College or equivalent degree preferred.
 Minimum of 2 years customer service-related experience required
 Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
Skills:
 Communication (Written and Verbal): Strong customer service skills and interpersonal skills. Communicates in a clear, organized, and precise manner with functional areas to drive the required response (Required)
 Strong ability to work independently and manage one’s time (Required)
 Strong ability to accurately document and record customer/client information (Required)
 Previous experience with computer applications, such as Microsoft Office Suite (Required)
 Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages. (Required)
 Ability to learn new skills required to utilize internal systems like Order Management Systems (OMS) and Customer Relationship Management (CRM) Systems etc. (Required)

Key Job Duties and Responsibilities:
 Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline
 Act as the single-point-of-contact to customers and cross functional departments to process and fulfill customer orders; providing accurate documentation and continual communication to customer throughout the process.
 Take ownership of and resolve complex inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses.
 Escalate issue to the next appropriate level of customer support as needed.
 Maintain accurate records of all internal and external interactions in the appropriate database/system.
 Prepare and distribute standard and customized internal and customer reports.
 Understand Customer Order Management policies, procedures, and metrics.
 Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
 Participate in/lead process improvement projects.
 Engage in providing “value – added” services and promoting customer facing tools such as online portals.
 Perform tasks required to maintain integrity of data in relevant systems.

Job Types: Full-time, Contract

Pay: $23.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Nashville, TN 37214: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 5 years (Preferred)
• Customer service: 4 years (Preferred)
• international shipping: 3 years (Preferred)
• logistics, creating manifests: 3 years (Preferred)

Work Location: In person

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