CUSTOMER SERVICE SPECIALIST

JOB DESCRIPTION  Summary/Objective   The Customer Service Specialist is responsible for providing first-class service and support to a defined customer base, as well as internal team members as it relates to Doehler’s  overall customer satisfaction goal.
Essential Functions   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•    Enter customer facing orders and/or drop ship orders into SAP within 2 hours of receipt.
•    Confirm order information after checking availability and processing details with appropriate internal departments/resources within 24 hours.
Also sending a copy of the order confirmation to the customer.
•    Responsible for ensuring customer orders are added to production schedule, and work together with planning and production team to resolve issues, renegotiate and reset customer expectations as needed.
•    Responsible to monitor and handle all customer order changes and communicate these changes to customer.
Also, initiate escalation process if needed on customer orders through internal order report.
•    Responsible for all order cancellations and communications to appropriate departments.
•    Responsible for reviewing inventory on MTS items and working Inside Sales and KAMS to ensure stock is taken before expiration.
•    Enter (within 24 hours) customer complaints within accordance with Sales and Production.
In addition work with customer on any potential returns due to complaint.
•    Delivery block management to be maintained on the following.
o    Pre Shipments       o    Product Specification, MSDS, Additional label check if it’s related with order or delivery      o    Export documents       o    Self collectors    Temporary Functions   •    Edit pick list for shipments •    Add cases/Edit quantities •    Change or adjust dates for warehouse to have orders pulled •    Check inventory for warehouses that materials is being pulled from •    Ensure Warehouses have all matching documents of the order that is to be shipped or pulled  •    Correct  and adjust documentation errors as needed that is provided to Warehouse •    Provide COA, pack list and pick list for these documents to be sent with each shipment   Supervisory Responsibility   None     Work Environment  This job operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers and fax machines.
Physical Demands  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear.
The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type/Expected Hours of Work  This is a full-time position with regular office hours of 8.
a.
.
to 5.
p.
.
Hours may vary on occasion depending on work load.
Travel  Less than 10%     Required Qualifications   1.
SAP Experience 2.
2 years Customer Service experience in a manufacturing industry 3.
Proficient in all Microsoft Office applications  4.
Associate’s degree or equivalent work experience   Safety/ Food Safety Döhler USA, Inc.
is committed to providing a safe and secure work environment for all employees.
It is the duty of all employees to ensure that a safe working environment and safe working practices are maintained at all times.
It is also the responsibility of management to do so.
Employee should comply with all policies and procedures, including safety, food safety/security and GMPs.
Employee should report any unsafe conditions immediately to supervisor or designated party.
AAP/EEO Statement   Döhler USA, Inc.
provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
In addition to federal law requirements, Döhler USA, Inc.
complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Döhler USA, Inc.
expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Improper interference with the ability of Döhler USA, Inc.’s employees to perform their job duties may result in discipline up to and including discharge.
Other Duties  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.