Senior Customer Service Representative

Job Description:Bilingual is a PLUSManage and fully own the complete order process from start to finish in a timely mannerMonitors orders daily and keeps customers updated to resolve all issues that prevent orders from flowing through the system, shipping, and billing properlyReview Customer’s Scorecards and root cause with IT and purchasing to maintain highest scoresUpdate Customer’s Routing GuidesMonitor & maintain orders received via e-mail / EDI / Website / Amazon / Process Containers - BackordersHandle any delivery issues including missing shipments and damaged materialMaintain back order and open order files, updating the customer on the order status and providing analysis when requiredProfessionally manage queries and complaints to ensure that they are resolved within agreed timescalesEnsure that the customer’s journey is seamless and recognized as first class within the industryEnter customer orders into ERP system and review them for accuracy (items, pricing, terms & conditions, shipping method/terms, special notes & customer instructions, etc.)Monitor and maintain orders received via email, EDI, website, Amazon and processing sales quotations