Customer Order Specialist at Boise

Job Description

Central Garden & Pet Company (NASDAQ:CENT), is a leading innovator, marketer and producer of quality branded products for the pet, lawn and garden supplies markets. We are seeking Customer Order Specialists to work in our Shared Service Center (SSC) located in Boise, ID.

The Customer Order Specialist utilizes policies and procedures to ensure consistent customer service, customer satisfaction, and on-time delivery. This position includes the discretion and judgment to troubleshoot and resolve customer complaints and disputes. This position handles the complete customer realm of responsibility, including order entry processing, invoicing and related VMI operations.  This position may require work travel during first several months on the job for training.

Please visit our website for additional information. www.central.com

KEY RESPONSIBILITIES

 

• Responsible for resolving customer inquiries and complaints by utilizing SAP, enterprise system programs and departmental resources.
• Responsible for tracking and resolving customer issues, complaints and proof of deliveries.
• Responsible for researching and resolving distribution issues, product availability, and order accuracy.
• Responsible for processing standard orders received by customer or field sales (via telephone, fax, EDI, e-mail) including invoicing shipments in a timely and efficient manner.
• Responsible for providing back-up support to the EDI Specialist.
• Responsible for preparing various reports and logs relevant to the customer operations field and presenting this information to Customer Service team members.
• Responsible for communicating with the Credit Department to maintain credit hold status, to secure such orders from releasing.
• Responsible for communicating with Distribution Facilities to ensure on-time shipment and delivery of customer orders, to ensure satisfactory service levels are maintained.
• Responsible for maintaining and tracking the shipping, fill rate, open order status and forecast information on all assigned customers.
• Responsible for the tele-sales process: outbound sales calls within assigned accounts and upselling inbound catalog sales calls.
• Responsible for developing “best practices” special projects and assisting management with other departmental projects as needed.
• Responsible for working with Customer Service team members to review, research, update current, and formulate new Customer Service policies and procedures, as needed, and within the Central Garden & Pet Financial Guidelines.
• Responsible for developing and maintaining documentation on all assigned customers.
• Responsible for working effectively and professionally with the customer and with internal departments: Distribution, Credit, Import and Purchasing.
• Assist with other duties and projects as assigned.

 

Job Requirements

EDUCATION/SKILLS/EXPERIENCE

• College Degree preferred, or 2+ years of multi-product Customer Service experience and/or previous sales experience.
• Excellent communication and interpersonal skills.
• Ability to manage projects and solve problems in a professional manner.
• Excellent detail, organizational and follow-through skills.
• Ability to multi-task, prioritize and respond with appropriate sense of urgency.
• Knowledge of Microsoft Office Products required.
• Knowledge of EDI required.
• SAP ERP experience preferred.

CENTRAL GARDEN & PET IS AN EQUAL OPPORTUNITY EMPLOYER

Country: USA, State: Idaho, City: Boise, Company: Central Garden & Pet.