Customer Service Representative (CSR)

Position Summary

The Customer Service Representative (CSR) will provide sales order support related to all orders received from customers and sales personnel via various media platforms. Must accurately and efficiently enter and process sales and parts orders for the Zenner sales team, resellers and distributors using current ERP and CRM systems.

Provides directions, instructions and guidance to the sales and distribution channel. Work with Management to maximize revenue by troubleshooting & resolving order fulfillment obstacles to ensure order fulfillment is met as promised or customers are updated with accurate data. Work on receivable issues directly with the Zenner customers to keep them current.

Route and expedite reseller/distributor requests and inquiries. Generate and distribute necessary customer paperwork, such as invoices, order and shipping acknowledgements, shipping documents, and various reports as required by management. Supply other daily duties such as phone and clerical support. Monitor day-to-day administrative tasks by updating implementing and creating processes and procedures.

Required Skills

High School diploma required, associates or bachelor degree preferred. Two or more years of equivalent/related experience in order administration, sales support, customer service, collection or operations. Familiar with CRM programs such as Salesforce or Hub. Spot. Must have proficiency in using Microsoft Word, Excel and Outlook programs.

Outstanding written and verbal communication skills are useful in all levels of an organization. Highly developed attention to detail, accuracy, and efficiency. Understanding of order tracking and follow-up communication and observation required. Essential Skills and Experience: Associates or bachelor’s degree in office administration, Business Management, Accounting or other related field desired.

Experience in a manufacturing or distribution environment using MAS 90/Sage 100 and/or other similar ERP system a plus but is not required Understanding of fulfillment as it functions in an ERP system. Strong ability to positively, professionally and effectively communicate and coordinate with all levels of internal and external customers (Sales, Logistics/Supply Chain, Finance/Credit, Customer Service, resellers, distributors, vendors, potential customers, etc.)

International (Import, Export and Distribution) experience a plus but is not required. Experience with team/employee training and instruction a plus.

Duties and Responsibilities

Provides sales order support related to all orders received from Zenner sales, Resellers, Distributors, OEMs and end user customers via all media types. Accurately and efficiently enter and process sales and parts orders for the Zenner sales team, resellers and distributors using our current ERP system. Work with all necessary departments to resolve fulfillment obstacles.

Takes responsibility for overall performance while ensuring training is implemented when needed to others on the team. Communicate and initiate conversations with management to improve processes. Participate and prepare for weekly production meetings to discuss performance and needs with management. Generate and distribute customer paperwork, such as invoices, order and shipping acknowledgements, shipping documents, and various reports as required by management.

Responsible for creating and updating, as well as distributing order status reports weekly to sales and management. Generating and updating various reports as required by management. Responsible for maintaining product pricing sheets and updating the pricing when necessary. Responsible for collecting delinquent accounts for your assigned customer base.

Must stay abreast and understand all the products that Zenner manufactures, buys and sells. Assists and directs in modifying and making improvement suggestions on customer service systems, workflows, and procedures. Supply other daily duties such as phone and clerical support. Complete all other duties as assigned.