Customer Service Representative

Essential Duties and Responsabilities

- Answer and direct phone calls in a polite and friendly manner. 
- Process customer orders ensuring accurate and timely order entry, assign appropriate ship date, shipping location, and correct pricing.
- Check inventory to ensure product is available. Advise customers if product is not available and communicate availability date.
- Resolve credit hold issues with customers, accounting department and sales.
- Scan order documents into storage system.
- Coordinate with customers and the shipping department to optimize freight costs and resolve delivery issues.
- Process Service Related Complaints (SRC) within 3 days of receipt of complaint. Follow up to ensure complaint is resolved and closed.
- Responsible for conducting billing research.
- Schedules, submits and initiates customer returns in accordance with standard procedures.
- Utilize CRM application to verify special pricing.
- Maintain and update customer contacts in CRM.
- Process credit memo requests, return authorization requests, short paid invoices and follow up with accounting to ensure transactions are completely resolved.
- Participate in daily planning meetings at manufacturing location to review ship dates, backorders and order changes.
- Communicate to Manager and Operations regarding large incoming orders to ensure the product will be available on time for customers.
- Review and resolve issues related to EDI retail orders, i.e. incorrect pricing, unit of measure, product codes, etc.
- Keep detailed and accurate records of visitor requests and of calls received.
- Enter product codes into cross reference tables to facilitate EDI order transmissions.
- Welcome visitors in a warm and friendly manner and answer any questions visitors have. 
- Provide support to Accounting and Purchase Departments processing receivers according to company procedure. 
- Conform with and abide by all regulations, policies, work procedures, safety rules and instructions.
- Perform other duties as required. 

Education, Experience and other Special Requirements

- High School Diploma or GED
- A minimum of 3 years related experience or any equivalent combination of related training and experience. 
- Experienced in working for a multiple site international company, manufacturing and distribution environment, preferred. 
- Experience with Microsoft D365 Software a plus.
- Ability to work with a computer in a Windows environment, including proficiency in Word, Excel, and Outlook.
- Demonstrates proficient oral and written communication skills, including ability to listen, process information, then re-communicate instruction and direction in one-on-one and group settings.
-Demonstrate a dedication to customer service by treating customers (internal/external) with respect, promoting a positive image of the Company, and striving to solve issues raised by customers in a timely manner.
- Must be Bilingual (English/Spanish).

Benefits Details

Mapei Caribe offers a Medical Plan (100% paid by the company), Retirement Plan, Rewards for Results Program, Attendance Bonus, Life Insurance and Short and Long-Term Disability Insurance, Vacation and Sick Leavse, Birthday Leave, Funeral Leave, and among others.