Sr. Customer Satisfaction Rep

POSITION’S PRIMARY FUNCTION:

The Senior Customer Satisfaction Representative is responsible for providing daily support to our Customers and our National Account Sales Managers, including entering and monitoring orders, customer service performance levels, purchase-order-to-invoice match rate, and all other customer service related challenges.  This person is a liaison between our high volume national account customers and other departments within our company.

 

SPECIFIC RESPONSIBILITIES:

1.  Specific National and Regional account responsibility:  monitoring advertising needs, line changes, pricing, product availability, pre-ticketing, sales reporting, routing guides, and sales support needs for large volume customers.

2.  Maintain strong working knowledge of assigned retail customers, our business, and issues that are time, price, and operationally sensitive.

3.  Efficiently and professionally handle daily calls from sales reps and customers regarding product information, orders, and shipments.

4.  Insure pricing and invoicing accuracy.

5.  Proactively pursue all A/R related challenges on assigned accounts to prevent non-compliance fines and payment delays.

6.  Data entry of orders and account information.

7.  Tracking and tracing of shipments within our systems and with outside freight companies.

8.  Work directly with manufacturing, purchasing, and distribution to provide best possible customer service performance.

9.  Participate in customer and department meetings: plan, provide and present materials as needed for assigned accounts (some travel required to customer locations).

10. Exceed expectations for customer satisfaction by managing customer complaints effectively.

 

QUALIFICATIONS:

1. Bachelors degree preferred, high school education required.

2. Bi-lingual required – fluent both written & verbal (Spanish)

3. Minimum of 2 years previous Customer Service experience or related field experience.

4. Good knowledge of computer and software applications, intermediate Excel proficiency required.

5. Strong verbal and written communication skills.

6. Excellent organizational skills and customer relations skills, detail oriented.

7. Must maintain a high level of professionalism, interpersonal skills, maturity and flexibility.

8. Positive attitude and self-motivated.

9. Strong telephone etiquette and problem-solving skills

10.  Ability to professionally handle high-stress situations.

11.  Ability and desire to travel independently – occasionally without much notice.

 

Please submit resume/application to: HumanResources.BurnesGroup@burneshomeaccents.com  

Please note: only qualified applicants will be considered for an interview.

 

EOE