Customer Service Representative

Overview

Handle customer service, order entry, and support using JD Edwards for domestic clients.

Key Responsibilities

• jd edwards
• troubleshooting
• order processing
• phone queue
• training
• audit support

Tasks

-Assist the Core team with CS system issues and provide tier 1 troubleshooting training to other CSRs. -Compile and distribute action items from daily production meetings, including backorders and other potential product issues. -Act as the Subject Matter Expert for all Customer Service issues. -Provide customers with accurate information on pricing, stock availability, backorders and shipping. -Follow established processes and procedures to handle phone orders, provide order status updates, look-up part numbers and pricing information. In addition, continuously recommend changes to procedures to best support the business. -Performs all customer service-related duties including, but not limited to; answering phones, computer entry of orders/Debits/Credits/RMA’s, providing shipment confirmations, invoices and credit memos utilizing JD Edwards’s system. -Provide day to day support to meet customer need dates and requirements -Assumes accountabilities as apparent or as delegated, including mutually agreed upon objectives. -Aid during internal and external audits by representing the local team during the audit and pulling documents necessary to complete. -Back up Senior CSR duties, as needed. -Efficiently manage inbound phone queue to assure inbound customer calls are handled timely with minimum hold times and/or transfers. -Cross-train new employees as needed to support onboarding and work transitions. -Provide dedicated product and/or account support as required based on seasonality and demand. -Maintain organized customer files, hard copies and electronic files as required. -Work with cross-functional teams including; Sales, Logistics, Warehouse/Plant, Finance, Marketing and Procurement.

Requirements

• customer service
• 2+ years
• communication
• interpersonal
• microsoft office
• jd edwards

What You Bring

-Physical ability to lift, move and/or carry minimum of 25 pounds. Ability to network and partner cross-functionally to ensure the CS team can be the central voice to the customer without confusion or delay. -At least 2 years’ experience in Customer Service at LATICRETE, or comparable industry experience. -Excellent communication skills both written and verbal -Excellent interpersonal skills -Computer Skills: Intermediate to Advanced knowledge of Microsoft Office (Word, Excel) and Microsoft Outlook. -Professionally communicate with internal and external customers. -2 years’ experience JD Edwards preferred -3 years’ experience in professional Customer Service environment.

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Benefits

-Life Insurance, AD&D and Supplemental Insurance -Tuition reimbursement -13 paid holidays in addition to paid vacation and sick time -Flexible spending

About Laticrete International

-A three-generation, family-owned business that expanded into 100+ countries through bold export strategies. -Products range from tile & stone mortars to decorative resinous floors and concrete restoration systems. -Typical projects include high-end tile installations, waterproofing, floor leveling, and masonry builds. -Specialisms span buildings and infrastructure, with durable solutions contributing to LEED-certified sites. -Innovation roots evident in early latex additives and ongoing R&D at ISO 9001-certified facilities. -Standout fact: their SUPERCAP® system redefines underlayment with industry-leading warranties.

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