Job Description

SUMMARY:
This position is responsible for providing customer service, clerical and administrative duties to a substantial number of clients and their customers, ensuring accuracy and complete confidentiality. The Account Service Representative is accountable for the timely and accurate collection of orders both online and offline with the customer. Routine communication to the client and their customers, in both verbal and written form, is required.

DUTIES & RESPONSIBILITIES:
Computer entry of customer orders
Oversee EDI transactions on behalf of the client and customer
Take order desk calls
Advise and enforce client minimum order quantity guidelines
Advise and enforce order increments to ensure desired quantity is ordered based on client requirements
Communicate with Account Receivable department when necessary to obtain credit release on identified credit hold customers as required
Maintain current knowledge of client promotional deals and advise customers accordingly
Advise and enforce pay terms by client as required
Handle customer inquiries regarding delivery status of orders
Provide proof of delivery
Enter customer complaints into call management system to record all details pertaining to the complaint
Resolves customer problems and complaints
Provide client return guideline information to customers
Convey back order information on behalf of client to their customers at time of order placement
Provide client with a copy of the returns processed in the system
Edit and enter customer returns once authorization has been received and process a credit as required
Communicate daily with clients to provide information as requested
Maintain and verify inventory and forward to clients
Process client claims with carriers for any damages or loss while in transit to the customer
Responsible for verification of daily sales equal to sales transmitted to each client
Cover for other ASRs during their absence or as required
Update management with any client updates and requests
Enters and maintains contract and deals on behalf of the client if required
Sorts and files documentation as required
Performs on-going training as required 

EDUCATION & EXPERIENCE:
 Minimum education required:
Secondary school diploma
 
Minimum experience required:
3 years experience in customer service or equivalent combination of education, experience and training
Plus 3 months on-the-job training

WORKING CONDITIONS:
Works under office and warehouse conditions. 

Skills Required