Job Description

Job Title : Export / Residential Customer Service Representative

Who You Will Report To : Customer Service Manager

Work Schedule/Hours : Monday through Thursday, 9am – 5pm – Friday, 8am -4pm

Location : Onsite, at our Ft. Mill, South Carolina office/warehouse (within the Charlotte NC metro area)

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What you will do!

· Responsible for efficient and accurate order placement, order confirmation via phone, email or EDI and timely communication regarding order changes to the customer.

· Verify all shipping, billing, pricing, and purchase order information.

· Enter special instructions related to orders, customer requests/code maintenance, and notes.

· Update customer files with quoted pricing, new items, address changes, delivery instructions, etc.

· Communicate and provide necessary support to sales staff, converting team and Shanghai office.

· Regularly communicate with internal warehouse to coordinate shipments and external customers on various issues.

· Operate as a team member on all data entry and order intake, supporting other Customer Service Representatives, as necessary.

· Audit customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other's orders.

· Provide documents to the customer and Freight Forwarder for each shipment

. Resolve customer complaints.

· Process customer product returns in a timely manner and in accordance with company set procedures.

· Provide optimum customer service as required to maintain and enhance existing business.

•  This requires that the Customer Service Representative take personal and complete responsibility for every order to ensure that the customer requirements are met from the time of initial order receipt until the product is delivered, invoiced, and the customer is satisfied.

· Assist the customer and/or sales representative with any inquiry or problem concerning their orders or accounts. Provide prompt and efficient response and resolution to each inquiry, by mail, telephone, or fax. This includes inquiries related to issues with shipping/delivery of products ordered.

· Process all orders in an efficient and expedient manner as received by email, telephone or fax and confirm current pricing on all orders.

· Provide product information as required to respond to customer inquiries and to recommend alternative products. Refer customer to appropriately qualified personnel in response to customer inquiries and/or problems.

· Check inventories to ensure customer product availability, as needed or requested by customer or Sales Representative.

· Adjust shipping schedules as requested by the customer or Sales Representative to ensure timely arrival of products ordered. Ensure that any expedited shipping is billed accordingly.

· Assist Sales Representative in obtaining and compiling customer account information as needed to maintain existing customer accounts, as well as to process and/or activate new customer accounts.

· Other responsibilities as assigned.

Who You Are & What you bring!

• 3+ years of customer service or sales support experience
• A bright go-getter with the capacity and willingness to learn the details of the position responsibilities.
• MS Office, Portals, EDI experience required; AS400 experience a plus.
• Exceptional, clear communication skills; professional telephone and email etiquette a must.
• Ability to excel as a team member, as well as independently.
• Ability to work in a fast-paced environment as priorities and deadlines change throughout the day.
• Must possess strong attention to detail, be extremely organized and able to manage multiple projects.
• Detail-oriented and organized.
• Self-motivated, exhibits initiative and a desire to grow and evolve.

What We Offer !

· A comprehensive benefits package including Medical, Dental, Vision, 401k Plan w Profit Sharing, Life/ADD, STD, LTD, Medical/Dependent Flex, Vacation, Sick, Parental Leave, and more!

· Summer Friday schedule

· Tuition Reimbursement

· Qualified Donation Matching Gift Program

· And more!

Who We Are !

Founded in New York City in 1957 by Peter Kaufmann, P/Kaufmann Inc. is one of the leading producers of decorative and woven textiles for the home and hospitality markets. With designs ranging from traditional to contemporary, our fabric collections are as inspired as they are well made.

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