Customer Service Representative

About Company

House of Spices is a leading South Asian Food manufacturer and distributor in North America (USA & Canada) and has been delivering pure and quality products for over 50 years with 11 distribution centers throughout North America. We have our own brandsand have exclusivity for distributing our partner brandsin US / Canada. Our vision is to bring our culture alive through the celebration of authentic ethnic food, flavor and families. Our mission is to provideconsumers easy accessto all authentic ethnic food and flavorsacross the NorthAmerican marketplace with a will to win. Visit www.hosindia.com to know more.

Summary/Objective:

This position will play a pivotal role in ensuring customer satisfaction and smooth operations of our 3PL business. It involves handling invoice creation, payment collection, troubleshooting customer issues, and coordinating with internal stakeholders and warehouse managers.

Job Summary:

1. Generate invoices accurately and promptly.
2. Ensure correct pricing, discounts, and terms are applied to each invoice.
3. Follow up with clients for timely payment of invoices and collections.
4. Resolve any billing discrepancies or payment issues in coordination with the finance team.
5. Oversee the current CSR team and provide help and coverage as needed. As workload increases, may be required to take on direct accounts.

Responsibilities

Respond to inquiries, processing orders, receipts, keeping track of customer inventory and handling complaints in a prompt, courteous, and efficient manner. Other responsibilities include greeting visitors, telephone responses, scheduling and various other clerical duties. May handle and resolve complaints

Essential Functions:

• Responds to all customer inquiries and complaints concerning work-orders, shipments, inventory counts, etc.
• Reports customer feedback to management
• Acts as liaison between customer and warehouse for account administration, customer, and office for invoicing and credit changes
• Examines contents and compare with records, such as manifests, invoices, or orders, to verify accuracy of incoming or outgoing shipment.
• Generates all paperwork/information required for customer work orders including checking on special requests, expediting orders where necessary, tracking orders and post inventory records
• Assures proper invoicing of accounts
• Provides clerical support including overseeing all paperwork associated with orders, maintaining corresponding files, answering phones, operating office equipment/computers needed to perform duties, greeting visitors
• Schedule appointments as necessary
• Maintain updated reports to ensure all appointments are completed timely and customer is sent documentation within contractual agreements
• Resolve refused product, over, short and damaged (OS&D) orders
• Follow attendance policy
• Perform other duties as required and assigned

Qualifications:

1. Excellent communication and customer service skills.

Knowledge, Skills and Abilities:

• Ability to work in a fast-paced environment
• Ability to handle multiple tasks at the same time
• Flexibility and initiative
• Able to work with multiple customers
• Excellent communication skills
• Strong problem-solving skills
• Understand the specific needs and requests of customers, the nature of their product and storage and handling needs
• Perform work activities requiring reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to criticism from a supervisor
• Must be able to relate to other people beyond giving and receiving instructions: they must get along with co-workers without exhibiting behavioral extremes
• Knowledge of Warehouse Management Systems
• Working knowledge of Microsoft Office
• Accurate typing and data entry skills

Physical Requirements:

• Requires the ability to sit for long periods of time, with frequent interruptions
• Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
• Requires manual dexterity with normal hand and finger movements for typical office work
• Talking, hearing, and seeing are important elements of completing assigned tasks
• May require travel by automobile and airplane up for business
• May require visits to the warehouse floor, in some cases with temperatures at or below freezing
• May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds
• Requires the use of various electronic tools