Description A company in The Woodlands is seeking a Customer Support/Account Representative for an in-office, contract to hire role. Candidates will need to have a minimum of 3-5 years experience in Account Management, Sales Support, Order Management, and Customer Service. Ideal candidate will have experience with SAP as well. If you are interested and qualified, please apply today! Responsibilities include: Order Management Overall management of customer orders in SAP Ensures customer PO’s are received with accurate information and are saved to the document retention area. Interface with shipping clerks at each plant to confirm orders are loaded and shipped on schedule and communicate information to customers as required Communication with customers and shipping clerks any order changes in a timely and accurate manner. Communicate with relevant parties including internal and external contacts regarding customer order and billing issues Provide support to team during busy order or plant issue times to establish a cohesive teamwork environment Maintains accurate “Order Entry Notes” for assignment area including details of customers order patterns Effectively escalates customer issues to team lead in a timely manner Provides accurate and timely processing of month-end billing activities assigned Manages and coordinates order changes in relation to product allocation between plants as needed Manages open deliveries within the set targets of the department and coordinates with the shipping clerks and customers on notification of any changes Account Reconciliation & Issue Management Assigns appropriate reason code in SAP for any invoice corrections. Responsible for entry of credit and debit requests to customers’ accounts due to errors or customer requests according to department processes and company policies Liaise with the Finance, Sales, Supply Chain, and Customer Service for requested information and documentation needed in issue resolution Resolve complex customer issues in a professional and timely manner Support customer audit requests as requested Sales Support Interface with shipping clerks to ensure on time delivery of barge, railcar, and truck shipments Interface with the shipping clerks to allocate material as needed to distributor customers and communicate such action to all parties as appropriate. Interface with the commercial sales team to ensure pricing is correctly applied to all orders. Interface with commercial sales team to proactively communicate significant order pattern changes. Request customer account setups, which may require data collection with the customer directly Work on special projects as assigned Develop strong working relationships with internal and external customers Build your knowledge, personal skills and experience to ensure you are a dependable team member
Requirements Minimum Qualifications: Degree in Business preferred or comparable work experience may be substituted (4-5 years) 3+ years Customer Service and/or Sales Support experience SAP experience preferred but not required Knowledge of Order to Cash/Sales and Distribution processes a plus Able to be on call approximately 1 week per month (24/7 Support) Excellent written and verbal communication skills and the ability to maintain confidentiality. Ability to perform effectively in a self-directed work team; obtaining assistance when needed Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations. Ability to organize, prioritize, and perform multiple tasks with minimal supervision Able to maintain high volumes of requests accurately with quick turnaround time Effective interpersonal and communication skills – verbal and written Ability to multi-task Detail oriented, professional attitude, reliable Strong analytical, problem solving, and decision making skills Proficient with all Microsoft Office Software; Excel, Word and Outlook
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