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Rush & Company logo
Organization
Job Title
CUSTOMER SERVICE
Location
New York, New York
Country
United States
Region
NY Metro
Position type
Permanent
Category
Home Fashion
Job Function
Customer Serv / Order Entry
Experience level
Entry Level

CUSTOMER SERVICE

This is a US Owned Home Fashions company that has been in business for five years.  They focus primarily on Bath and sell to some of the top Retailers in the country through brick and mortar and dot com. They have offices in Port Chester, NY. You will have to be able to commute there daily.

  • Deal directly with customers, sales representatives and 3PL by phone and electronic means
  • Achieve and maintain a high degree of system proficiency to be able to meet information requirements of the job
  • Understand the value sales representatives play in the sell cycle and their relationship with customers
  • Respond promptly to all customer and sales representative correspondence, within one hour if at all possible
  • Resolve customer and sales representative complaints professionally and timely
  • Maintain professional posture with customers and look for opportunities to make their experience the best they can have
  • Anticipate customer needs and proactively suggest ways to meet their needs
  • Review customer compliance requirements and discern and communicate the impact to the company to meet those requirements
  • Establish and maintain product and product packaging familiarity
  • Understand and maintain product pricing in the system
  • Understand requirements for setting up new customers and execute those requirements timely, including the following:

Collect new customer applications, resale certificates and credit card authorization forms

Take necessary steps to ensure all credit card numbers are kept confidential

  • Enter orders using manual key entry and electronic means (e.g. spreadsheet imports, EDI, etc.)
  • Evaluate order line requirements against inventory positions to determine:

If an order can ship complete and when

Items that may not be able to ship at once and when or if future receipts will arrive

  • Communicate to customer any variance between their expectation and what can be done, anywhere within the order-to-delivery cycle
  • Manage and expedite back orders that can be filled upon receipt of inventory
  • Deal directly with 3PL partner:

Prioritize orders to ensure shipments occur within customer ship window

Monitor 3PL open order position against actual open order position, identify and resolve discrepancies

Deliver warehouse shipment advices to 3PL on pre-determined schedule and notify 3PL of expedited exceptions

Generate packing slips from various customer portals to forward to 3PL to send out with shipments

Process shipment notifications from 3PL

Communicate to value add service (VAS) requirements (e.g. repackaging) and monitor 3PL performance

Generate labels for VAS projects

  • Facilitate the sharing of shipment and invoicing information with customers and sales representatives
  • Visit customer portals to retrieve orders, update shipments and update inventory positions
  • Establish and maintain method for keeping track of required routine tasks to ensure their completion on time
  • Establish and maintain product and product packaging familiarity
  • Foster and maintain the ability to adapt to frequent interruptions during the work day
  • Communicate regularly with internal departments and management
  • Facilitate the returns process with the customer and, where appropriate, the 3PL
  • Issue return authorization numbers and shipping labels

Skills and Qualifications:

  •  Interpersonal skills
  •  Communication skills - verbal and written
  •  Listening skills
  •  Problem analysis and problem-solving
  •  Attention to detail and accuracy
  •  Data collection and ordering
  •  Proficiency in email and Excel
  •  Adaptability and stress tolerance

All Candidates must be able to provide work related references.