Customer Account Service Representative

​Epson, a global technology company at the forefront of technological revolutions in imaging, robotics, precision machinery and electronics, is seeking an exceptional Customer Account Service Representative to join our Sales Operations team.
The Customer Account Service Representative is responsible for providing front line customer contact in processing parts orders and inquiries and ensuring rapid and accurate delivery of orders to all customers, administration of service programs, and customer problem resolution.
 

This position can be based out of our Indianapolis, IN location with the opportunity for a hybrid work schedule.

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

Customer Order Processing
•    Manage orders from inception to customer delivery
•    Process orders efficiently within required time periods
•    Document and communicate special instructions to the warehouses
•    Follow through with order issues to ensure timely deliveries which includes:

• Collaborating with Credit Department regarding credits, debits and 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 requirements and scheduling requirements are followed and 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
•    Work in coordination with the 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 once received by the warehouse

Customer Management
•    Customer response times met – email responses and returned phone calls within two hours
•    Ensure customer reports are completed and provided to the customer by the customers’ requested deadlines

Relationship Management
•    Builds strong relationships with peers, other departments, and managers to best meet company goals and objectives

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

Required Skills & Experience
•    SAP experience required
•    2+ years strong customer service experience
•    Completion of program at a community college, technical, or commercial school or equivalent experience
•    Order Processing experience within SAP required- placing an order, checking availability of product, serial numbers, freight carriers, etc.
•    Familiarity with Electronic Data Interchange (EDI) & Business-to-Business (B2B)
•    Sustaining a relationship with Returns department in order to resolve complex return issues, on-authorized returns and non-compliant product
•    Substantial knowledge of logistics