Customer Service Representative I job at SGS Consulting New Jersey, US

Job Description

Job Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Resolve Order Management holds daily.
Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels.
Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
Partner with Quality Team throughout the recall process.
Partner with Corporate Complaints team in accordance with the complaint procedure.
Serve as a point of escalation and handoff for BPO cross-over tasks. • Oversee return procedures in accordance with the Gatekeeper process.
Process extended service agreements.
Tracks and resolve complex system problems.
Serve as a mentor and trainer to BPO representatives. • Meet and/or exceed goals/KPIs of the position.
Handle any other duties and/or projects, as assigned, for the benefit of the organization • Adhere to Client’s Core Values.
The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances.
This position will require office work.

Skills:

Multiple systems (SAP, Salesforce, Oracle, MS Teams, etc…) / Excellent communication skills
Remote or on-site? Both Onsite and Remote Monday and Friday remote / In office Tue, Wed, and Thurs
Microsoft Teams/Zoom exp required no to very little phone customer service tasks for this role
Candidate must be able to recognize tech issues and problem solve Min of 2-3 years within customer service/tech/retail experience - any customer service function
Knowledge in EDI is recommended (GHX/GFax etc…) I will prioritize candidates with that experience. In the interview - the manager will ask for specific details regarding their EDI experience

Education/Experience:

Job Tags

Work at office, Remote work, Monday to Friday,

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