Job Description

We are hiring a Customer Service Representative to work out of our Denton, TX corporate office!

This role is responsible is for resolving customer issues, processing orders, tracking/tracing shipments, processing returns/damages, and working with internal departments.

Responsibilities:

• Resolve customer calls and emails in a timely manner
• Receive, process, and respond to inquiries regarding pricing, order status and changes, product availabilities and product information
• Process all incoming requests for shipment information from both internal and external
• Act as a liaison between our Logistics Department and our customers regarding order status, tracking shipments, and identifying late shipments
• Facilitate the resolution of quality, service, or billing issues by performing activities such as issuing Order Complement, issuing RGA’s, or other remedies as deemed appropriate by management
• Confer with other internal departments to resolve customer issues or complaints
• Check to ensure that appropriate changes were made to resolve customers' issues or requests, ensuring complete follow through every time
• Facilitate order complement process, completing the required paperwork and following through on the entire transaction to resolution
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Manage claims with freight companies and customers
• Complete regularly scheduled or ad hoc reports using SAP and MS Excel

Requirements:

• 2 years of Customer Service or related experience preferred
• Ability to work 100% on-site out of the Denton, TX office
• Professional business acumen with the proven ability to multi-task extensively and remain results-oriented while receiving ever-changing or ambiguous direction and minimal supervision
• Understanding of what it takes to provide good customer service
• Ability to follow through on complex/technical projects requiring extensive research
• Excellent phone presence and professional communication skills; proven ability to remain composed when faced with difficult issues and tight deadlines
• Spanish language fluency is a plus
• Advanced MS Office skills

We offer:

• Competitive compensation
• The ability to become a part of an industry-leading dynamic team with a high focus on delivering results and continuous improvement
• 401(k) plan through Fidelity, with a generous company match; 100% vested immediately upon contributing and no waiting period to start participating
• Paid Holidays and Paid Time Off with the option to cash out unused PTO every year
• Possibility for telework days, depending on position, with flexible make-up time for exempt employees
• Blue Cross Blue Shield medical insurance plans, along with dental and vision benefits.
• Opportunities for career development and advancement; enhance your technical, specialized knowledge and gain new skills through promotions from within.

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