Customer Service Representative in Atlanta, GA at Volt

Date Posted: 9/10/2018

Job Snapshot

Job Description

Primary Purpose:

Responsible for providing administrative support to the department and/or manager, including answering phones, managing the order inbox, processing return orders, and assisting with special projects.  Empowered to make decisions on behalf of company in alignment with Univar strategy, guiding principles and customer satisfaction.  Leads resolution of service issues that directly impact customer order fulfillment.  Assists in earning “Customers For Life” through the establishment of positive customer relationships while enhancing customer satisfaction and confidence. 

Specific Duties and Responsibilities:

  1. Completes all paperwork, reports and administrative tasks in a timely, complete and accurate manner.

  1. Maintains up-to-date information on customers (contacts, products, requirements, etc.).  Ensures accuracy of customer information records and associated message text in Univar system.

C.Receives and Processes customer purchaseorders

  • Enters orders received via telephone and online in real time.
  • Enters electronic, paper and manual orders online.
  • Verifies & confirms customer orders and delivery expectations.
  • Quotes prices according to uniform pricing strategy and current market pricing.
  • Tracks order exceptions and maintains as needed.

D.Builds and sustains long-term customer partnerships

  • Creates mutually beneficial relationships with customers through establishment of rapport coupled with responsiveness to customer needs (return messages, timely follow-through).
  • Maintains up-to-date information on customers (contacts, products, requirements, etc.).  Ensures accuracy of customer information records and associated message text in Univar system.
  • Fulfills customer expectations with realistic commitments.

D.      Displays effective interpersonal & communication skills (internal/external)

  • Delivers timely and accurate information to customers & internal business partners both verbally and in writing.
  • Actively listens.

E.      Demonstrates knowledge of Univar USA Inc.

  • Understands Univar vision, mission statement & quality process.
  • Understands customer service policies & procedures.

F.      Teamwork:  collaborates with team members

  • Seeks good communication and cooperation within Univar USA’s organization.
  • Coordinates all routine aspects of customer orders, requests, and inquiries.
  • Identifies and uses internal resources as needed to complete tasks.
  • Supports team goals.
  • Is receptive/flexible/adaptable to change.

H.     Resolves problems/nonconformances quickly

  • Uncovers and verifies problems/nonconformances.
  • Probes for all details on expressed concerns.

J

Problem Solving:

Routine:  Find an equivalent product or alternate size or source in order to meet customer delivery requirement on time.  Inform customers of back-order situations and delivery deviations.

Interface:

Position/Title

Organization

Reason for Contact

CSR Supervisor

Univar USA

Direct Supervisor

Outside Sales

Univar USA

Communicates resolution to customer concerns and provides insight into opportunities and changes in buying patterns.

District Manager/GM

Traffic/Operations

Credit Coordinator

Univar USA
 

Univar USA

Univar USA

Communicates/Escalates customer concerns in need of resolution.

Communicates customer requirements and negotiates acceptable delivery requirements schedule.

Coordinates and resolves credit issues.

MPU

Univar USA

Coordinates sales order management activity based on inbound shipments, outbound deliveries and available inventory.

Decision-Making Authority:

  • Customer–facing issues that directly impact order fulfillment

Specialized Knowledge/Skills:

Entry Requirements

  • Communication and active listening skills
  • Telephone skills
  • Knowledge of Univar USA products, services, and the industries we serve
  • Problem-solving
  • Keyboarding and basic PC skills – UVX /ERP System Skills
  • Proficient in MS Outlook

  •  

0-2 years with a degree and prior customer service, customer solutions and / or administrative experience.

Minimum 2-plus year’s prior customer service, customer solutions and/or adminstrative experience without a degree.
 

Education/Training:

Bachelor’s degree preferred

ERP/CRM experience preferred

Physical Demands/Environmental Conditions:

  • Work as part of a collective team and an office environment
  • Pace of activity
  • Stress level
  • Keyboard entry
  • Potential  exposure to chemical substances of varying hazard classifications