Customer Service Professional

JOB SUMMARY

This position contributes to the success of Gemsa Enterprises plays by ensuring seamless order processing, effective communication, and freight management. This position is responsible for accurately receiving, recording, and processing customer orders while serving as a key link between sales, inventory, production, and shipping teams. The ideal candidate will provide exceptional customer support via phone and email, addressing inquiries, resolving issues, and ensuring a smooth order fulfillment process.

KEY RESULTS &TASKS

A. Ensure that Sales Order Data is Integrated into Production Schedules, Allowing the Production Team to Track and Prioritize Manufacturing Effectively by:

· Ensure customer orders are entered with complete details and important order notes, maintaining 100% accuracy

· Thoroughly review orders to ensure accuracy and resolve any discrepancies, achieving a 100% correction rate

· Addressing issues with customers' purchase orders and coordinating with the sales team to resolve them.

· Releasing orders to the production and shipping teams within 24 hours of receipt 99% of the time.

· Collaborating with the inventory team to check stock levels and coordinate with production and shipping to ensure product availability

B. Effectively Keeping the Customer Informed on the Progress of the Orders by

· Responding to customer inquiries about order status, addressing concerns, and providing timely updates on their order within 1 hour of the customer's request

· Responding to customer requests for information regarding products, services, and account details, ensuring clarity and accuracy

· Investigating issues, identifying solutions, and taking appropriate actions to address customer concerns and inquiries, including complaints, returns, and refunds

C. Ensure timely shipping and delivery of contracted negotiated goods by:

· Negotiate freight and maximize freight efficiencies, LTL vs. FTL shipments, carrier selection, and cost-effectiveness while ensuring timely deliveries and optimal routing

· Scheduling inbound and outbound freight to and from the various company facilities with 90% on time delivery.

· Prepare and process orders prior to scheduling freight per department needs while maintaining 90% on time delivery rate.

· Track and monitor all confirmed shipments ensuring timely communication to customers of any delays or issues encountered throughout the shipment process until the product has reached its destination.

· Proactively confirm shipment readiness with production and shipping a minimum of 3 days in advance 100% of the time to ensure all scheduled freight is leaving the facilities as scheduled.

· Keep electronic records of all shipment bill of ladings to quickly access tracking information for the customer.

D. Manage the cost of freight by completing the sales order cost breakdown to ensure that we are

remaining profitable after freight has been scheduled.

· Maintain freight costs under targeted percentage per customer, per pound or per case 100 % of the to avoid unnecessary freight expenses.

· Prioritize freight carriers that have a proven track record of delivering on time, while not adding unexpected freight fees.

· Work with preferred carriers to create contracts with pre-negotiated rates for reoccurring destinations.

E. Ensure A Safe Work Environment:

· Comply with the Company Health and Safety (H&S) processes while working on projects, initiatives and other work-related duties; perform job duties in a way that will not cause danger to self or others, or violate local, state, federal, environmental regulations.

· Wear protective equipment required to perform tasks properly and safely.

· Ensure work location is kept safe, clean, and organized; promptly report all accidents and immediately correct (if possible) and report all hazards, potential hazards, and unsafe work condition to the Safety Manager and Human Resources.

F. Initiate Professional Growth:

· Consistently evaluate your work for efficiency, quality, alignment with the Company’s service standards, and compliance with Company policies and procedures.

· Be proactive in seeking opportunities to maintain current on product knowledge, best practices, and skills needed to meet job needs.

EDUCATION, LICENSES, & CERTIFICATION

· Required: Minimum of 3 years of experience in same or similar positions in a distribution or manufacturing environment or a minimum of 1 year in a Customer Service Professional I position.

· Required: High School Diploma or GED Equivalent

ESSENTIAL QUALIFICATIONS

· Required: At least eighteen (18) years of age.

· Required: Reliable and punctual attendance.

· Required: Excellent time-management skills; prioritizing and completing assigned job tasks effectively.

· Ideal: Bi-lingual oral, speech, and writing skills in English and Spanish or other language is an asset in this position

· Required: Excellent interpersonal and customer service skills

· Required: Computer Experience: proficient Microsoft Office programs, Outlook, Plex, Teams.

· Required: Excellent verbal and written communication skills; ability to convey message clearly and compose correspondence with correct and proper grammar.

· Required: Strong presentation skills; convey messages clearly and confidently; persuade and effect change positively.

· Required: Capable of working effectively independently with minimal supervision

· Required: Strong analytical skills.

· Required: High attention to detail and accuracy

· Required: Strong organizational skills

· Required: Ability to prioritize effectively and efficiently meet deadlines and produce work in a timely manner.

· Required: Ability to elicit and accept constructive feedback.

WORK ENVIRONMENT& PHYSICAL REQUIREMENTS

The work environment characteristics and physical requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential function

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Work Location: In person