Sr. Customer Service Rep.

Long Description

Principal Accountabilities

In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

Customer Order Processing 

• Managing orders from inception to customer delivery and communicate any exception to the involved teams. (Customers, sales rep, etc) 
• Processing CO within required periods. 
• ZOODI Maintenance. Clear order exceptions daily, reviewing special instructions and insuring that the instructions are followed by the warehouses. 
• Follow through with order issues to ensure timely deliveries. This includes collaborating with credit department regarding credits, debits & credit holds.
• Communicating directly with sales operations regarding pricing and/or allocation issues.
• Working closely with carriers to identify root cause of mis-ships and late deliveries. 
• Ensure any special order requirments and scheduling requirements are followed. In addition ensuring that any special requirements are properly recorded in SAP. 

Monitor and Manage Back Orders

• Check order fulfillment prior to delivery to ensure that product that is in stock is allocated. This means checking alternate plants in order to fill. 
• Work in coordination with allocation administrator to ensure priority orders are filled accordingly. 
• Work with the inventory planners when necessary to determine when reworks or inbounds are available
• Manage back orders daily and release to warehouse on specific schedule per respective account
• Regularly review back ordered product in order to ensure product is filled one recieved by the ware house. This includes product that was originally on allocation wen the order was created and product that might have been received into a different plant. 

Customer Management 

• Customer response time met - email responses, and returned phone calls. 
• All requested customer reports (i.e. Product ETAs, order ETAs) are to be completed and provided to the customer by the customer requested deadlines. 

Account Management 

• Update and maintain customer profiles 
• Research and provide credits and debits to the customer. 
• RMAs are to be processed and provided to the customer 

Principal Requirements 

• Ability to manage and or/provide back up to accounts in any CAS- Related Channel 
• Knowledge of pricing programms by channel and/or customer
• Familiarity with Electronic Data Interchange (EDI) and Business-to-Business (B2B) 
• Sustaining a relationship with returns department in order to solve complex return issues, on-authorized returns and non-complaint product. 
• Substancial knowledge of logistics
• Advanced English level 
• SAP Knowledge 
• Intermediate Excel Knowledge 

Minimum Experience Requirements

Education

Travel