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Customer Service Rep

Posted: 03/24/2024


Our Customer Service team ensures that orders run smoothly from start to finish. Team members deal directly with customer contacts daily – building a rapport and strong long-term relationships. There is also lots of collaboration with colleagues in Sales, Production Planning and Transportation, providing a broad exposure to the Primient business.

The Customer Service Representative (CSR) requires strong dedication to providing a high level of service to our customers, and partners with sales to manage customer relationships and expectations.  This role is the primary contact for customers and internal stakeholders, acting as the liaison to ensure strong communication amongst all relevant parties and helping to drive the company’s strategy forward as a valued added supplier. 

Key responsibilities: Customer Service Rep

  • Serves as customer’s primary point of contact for all order and supply chain related inquiries
  • Responsible for all aspects of order entry and processing
    • Order management and oversight from order receipt to product delivery to the customer
    • Collaborates with various internal teams across Supply Chain and Sales to manage situations impacting the customer
    • Problem solves to ensure customer is supplied through product shortages, production failures, or truck shortages
    • Tracks shipments for customers and provides assistance in expediting when needed
    • Managed EDI orders such as order confirmations, shipment notices, COAs, and invoices that are transmitted via EDI from the customer
    • Monitors daily reports to ensure order movement as expected
  • Provides documentation support
    • Responds to customer inquiries for product documentation
    • Manages documentation output for order related documents
    • Ensures proper information is supplied on customs documents for clearance of orders being exported outside the US
  • Responsible for contract review and billing activities
    • Verifies contract pricing is accurate to ensure correct invoicing
    • Resolves customer payment discrepancies
    • Obtains required approvals to issue customer credits or debits as needed
  • Support special customer requests as needed
    • Manages input and extraction of information from customer portals accurately
    • Manages consignment process, replenishing shipments and reconciling inventories on a regular basis
  • Achieve high target goal of global customer metrics by processing all customer orders, invoices, and related outputs accurately and within agreed timeframe and satisfactorily managing and resolving all customer complaints within agreed timeframe.
  • Assess and escalates any urgent issues to sales and management as appropriate
To learn more, or to apply, click here