Customer Service Representative - Thurs-Mon - 10:00am-6:30pm

Job Title:

Customer Service Representative

Department:

Office Operations

Reports To:

General Manager

Position Type:

Full Time Non-Exempt

Purpose of Position

To ensure that all customers receive a timely, accurate and customized invoice

Values and Business Practices

• Customer First – We deliver on what we promise to our customers with a positive attitude
• We treat everybody with respect and dignity
• We operate with high business ethics
• We are a good corporate citizen
• We value our professional relationships 
• We strive to have a “Continuous Improvement Culture”
• We are committed to the safety of our employees and our equipment/facilities

Our expectation is that all employees, customers, vendors will perform in a manner that will ensure long term success.

Company Expectations

Flexibility

Works the hours needed to support the business goals (including overtime, weekends and holidays). Remains open-minded, performs a wide variety of job tasks, transitions from task to task effectively (multi-task).

Reliability

Always present and punctual; arrives prepared for work. Completes work in a timely, accurate and consistent manner. Plan and schedule your time off in advance with your supervisor or manager. Avoid unscheduled days off which will result in attendance points. 

Attitude

Maintains a “Whatever it Takes” attitude. Lives by company stated values and inspires others.

Willingness to learn

Approaches new tasks with an interest to learn. Has the ability to learn techniques as job task requirements change.  

Initiative

Seeks out additional work when job tasks are completed. Goes above and beyond required tasks. Participate in pre-shift meetings and department meetings. 

Quality of Work

Maintains high standards despite pressing deadlines. Produces accurate, thorough and professional work.  

Understands the importance of “Only Handle It Once – OHIO”, by completing work correctly the first time.

Follows directions

Follows all written and verbal instructions provided by management, project leader, etc…

Communication

Shares all information in a professional and factual manner ensuring the best decisions are made for the company. Report all issues to your manager/supervisor. 

Appearance

Maintains an appropriate appearance and dresses in accordance with the established dress code guidelines to your respective position.

Position Competency

1. The understanding of invoicing and billing processes and procedures.
2. Working knowledge of Microsoft Word Suite and ability to learn WMS.
3. The ability to provide administrative support.

Position Expectations

Customer Invoicing and Billing

1. Month end invoicing to be completed within 5 business days of EOM or directed by customer.
2. Speed should never compromise accuracy.
3. Monitor and record external invoice errors on Clerical Error Spreadsheet. 
4. Suggest ways to improve the accuracy and efficiencies of invoicing. 
5. Ensure invoices are updated accurately with price changes based on contracts or addedums.
6. Process daily invoicing accurately for Value Add and Transportation (if applicable). 
7. Process billing according to customer billing procedures.
8. Meet customer based periods by ensuring all billings is complete by set deadline.
9. Keep customer files current.

Back Up/Main Office Responsibilities

1. Assist with coverage of Reception desk by answering phones and greeting visitors Answer phone by the third ringing cycle.
2. Cross-train on other customer invoice processing to provide account converge when needed.

Administrative Support

1. Provide administrative support to management team as needed.
2. Maintain a secure, well organized area free from clutter with information easily accessible to others.
3. Understand the functionality of Warehouse Management System and Transportation Management System. 

Customer Communication

1. Establish and maintain professional working relationships with customers via e-mail, telephone communication and face-to-face visits.

These expectations are meant to be a guide and may be changed at any time at the discretion of Allen Distribution.

Customer Service Representative