Customer Service Representative

LanceSoft, Inc. is rated as one of the largest staffing firms in the US, and they are seeking a Customer Service Representative to manage order processing transactions and respond to customer inquiries. The role involves coordinating with various stakeholders to ensure timely delivery and resolution of issues while maintaining operational KPIs and compliance with corporate guidelines.

Responsibilities:

• Execute and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers
• Responds effectively and efficiently to internal and external inquiries across multiple channels, ranging from orders, product availability, pricing, delivery, billing, and other forms of documentation
• Handle customer order inquiries and engage with relevant stakeholders to resolve issues in a timely manner
• Accounts & backlogs management, proactively communicate changes/delays and suggest alternative options whenever possible to mitigate escalation due to shipping delays
• Prompt coordination with logistics team for timely pick up & delivery
• Liaise with manufacturing facilities & 3rd party vendors as necessary
• Work with Finance on Accounts Receivable, Accounts Payable issues & follow up when needed
• Participate in order management process improvement when needed
• Responsible to meet all operational KPI and SLA
• Ensure all documentation and order processes are in line with corporate guidelines and compliance
• Reports preparation on regular basis
• Perform other duties/projects as assigned

Requirements:

• High School Diploma or some College
• Candidate must be service oriented
• Able to work under pressure with excellent phone, email etiquette skills
• Able to handle difficult customers
• Excellent communications skills
• 1 year of experience in Customer Service and order processing (handling end to end transactions in Quote to Bill)
• Experience in ERP, SFDC & MS Office