Customer Service Representative

Position Identification

• Job Title

• Customer Service Representative

• Job Function

• Corporate Accounts

• Report to

• Customer Service Representative Manager

Job Purpose

Responsible for customer service functions for select key accounts. Process orders and review inventory relative to customers' needs. Acts as liaison to SCM team to achieve optimum fill rates. Provide support to director and manager pertaining to sales reports and customer support follow up. 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 (winter tires)

• 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