Job Title

Customer Service Representative / Administrative Assistant

Location

Whitehouse, NJ

Job Type

Full-time

Description

The Customer Service Representative/Administrative Assistant is an advocate for the customer providing a positive buying experience for any purchase order placed with DGA. They will also be responsible for administrative duties, including answering phones, handling incoming and outgoing mail, receiving guests, and other duties as assigned.

Responsibilities

  • Operate telephone switchboard to answer, screen and forward calls, provide information, take messages.
  • Greet persons entering the building, determine nature and purpose of visit, direct or escort them to destination.
  • Daily – get mail at post office, sort and distribute (requires driving)
  • Confer with customers via telephone, E-mail, fax, electronic interchange, or E-Commerce portals to accept and process customer purchase orders.
  • Verify terms of purchase orders match company commercial terms and/or customer agreements. (pricing, payment terms, shipping method, incoterms).
  • Process sales order in ERP.
  • Conduct ATP activities with Production and Warehouse teams.
  • Send customer order confirmation with 24 hours of receipt or purchase order.
  • Escalate commercial terms issues (pricing, payment terms) to Product Management.
  • Discuss goods, pricing, or freight information with customers in support of purchase order or sales quote activity.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Confer with customers via telephone or E-mail regarding product quality, transportation issues, or invoicing issues related to a customer purchase order.
    • Escalate product quality issues to Product Management.
    • Escalate freight claim issues to Accounts Payable and to the warehouse
    • Escalate invoice issues to Product Management or Accounts Payable
  • Resolve customers’ complaints through the issue of a return, debit memo, or credit memos once approved by management.
  • Assist with trade show and on-site event coordination (registration, travel, shipments/deliveries, and exhibitor services).
  • Inventory and order office supplies.
  • Shipping documents via UPS, Fedex, etc.
  • Filing
  • Other duties, as assigned.

Soft Skills:

  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking — Talking to others to convey information effectively.
  • Service Orientation — Actively looking for ways to help customers.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Persuasion — Persuading others to change their minds or behavior.
  • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.
  • Time Management — Managing one’s own time and the time of others.
  • Written Expression — The ability to communicate information and ideas in writing so others will understand.

Requirements

  • SAP or equivalent ERP sales and distribution software experience
  • Knowledge of enterprise mail software (Outlook, GSuite)
  • Computer skills including Windows, Document, and Spreadsheet
  • Corporate phone systems
  • Current unexpired driver’s license, able to perform errands with vehicle
  • Able to go up and down stairs
  • Able to lift 30 lbs

Education

  • High school diploma or equivalent
  • 2-4 year college degree preferred

Benefits

We offer an excellent benefits package including Bonus, Profit Sharing, 401K match, health, wellness and more!

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