Customer Service Representative

Guy & O'Neill, Inc.

Reidsville, NC

Purchase Order Fulfillment

  • Primary objective to ship orders in full and on time
  • Primary point of contact between customer and internal departments re:
    • Customer orders, routine issues, and changes
    • Shipping notice
    • Proof of delivery requests (in collaboration with shipping)
  • Manage customer purchase orders
    • Ensure accuracy and completeness
    • Compare POs to contracts, forecasts, notify internal stakeholders of deviations
    • Enter orders into G&O system
    • Resolve routine sales related issues in relation to PO fulfillment with customers and enlist involvement from other G&O departments as needed to ensure orders are met
    • Communicate order status (timing and quantity changes) internally and to the customer
    • Collaborate with customers to align POs to the production plan


Shipping Support

  • Monitor ship log to ensure orders shipped as scheduled
  • Send notification to customer when order shipped
  • Communicate shipping schedule changes to customer
  • Collaborate with G&O team to resolve shipment issues
  • Completes ASNs, manage routing, and manage ship dates
  • Schedule carriers as needed
  • Communicate shipping schedule changes to internal & external stakeholders
  • Publish spreadsheet trackers for order, routing, load, and shipping notices


Sales Support

  • Provide exceptional customer satisfaction via phone, email and all communication channels
  • Receive customer and consumer complaints and provide appropriate response. Follow through appropriate Internal and External QA SOPs for complaint resolution. Record and track complaints for reporting purposes.
  • Complete new customer set up in coordination with sales, brokers, and internal teams
  • Order Certificate of Insurance as requested
  • Provide broker support
  • Become expert in customer portals, customer requirements, and advise on best practices for assigned accounts


Forecasting & Weekly Reporting

  • Participate in forecast meetings, track customer progress to plan, identify cause for variances
  • Maintain and publish weekly sales trackers and compare to contractual commitments
  • Maintain and publish the customer scorecard


Continuous Improvement

  • Document SOPs for job responsibilities
  • Maintain SOPs, updating promptly and maintaining accuracy
  • Advise on interdepartmental process improvements from a customer-centric viewpoint


Who you Are

  • 2-5 years working experience in business-to-business customer service, order management, or related role
  • Ability to manage a high volume of information/data
  • A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast- paced environment
  • Excellent verbal and written communication skills
  • Conveys a positive and professional image at all times
  • Self-starter with high pace, diligence, and tenacity able to proactively meet deadlines
  • Proficiency in Microsoft Office Suite
  • Prior experience working with ERP systems, customer portals, and general confidence in utilizing and learning new technologies