Customer Service Representative

Position Identification:

• Job Title - Customer Service Representative
• Job Function - Corporate Accounts
• Report to - Customer Service Representative Manager

Job Purpose:

Maintains an ongoing relationship with selected customers and sales staff. Incumbents use knowledge of products and product availability to provide a communications link to the customer.

Key Accountabilities:

• Secure and process fulfillment ensuring required weight and shipping dates are met.
• Process and confirm orders and communicate order status to customers
• Follow up on delivery of orders; troubleshoot missed delivery dates, shortages and overages
• Prepare and send monthly sales reports and fill rate reports
• Prepare direct factory container status reports and communicate to customers
• Track and prepare inventory reports
• Determine product shortfalls and communicate these with SCM
• Track urgent factory containers incoming to Hankook warehouses with SCM and warehouse personnel to assure customer’s forecast is met
• Communicate new products and / or code changes to customers.
• Coordinate set up of customer material codes as needed
• Manage and allocate backorders
• Call Center customer service for special orders and stock inquiries
• Any other duties/responsibilities as assigned by Management

Level of Accountabilities:

• Individual contributor
• Administrative position with limited impact to the business based on decision making

Core Competencies:

• Must have strong computer skills, with advanced Microsoft EXCEL
• Good communication (oral and written) skills
• Good interpersonal skills with a positive attitude
• SAP knowledge desirable
• Requires attention to detail

Qualifications:

• High School diploma required
• 2+ years of business experience in customer services or corporate environment