Customer Care Representative
The Customer Care team is responsible for serving as the customer’s main point of contact for quoting and placing orders for Drew products and services and assisting in the resolution to a customer’s inquiry or issue. Helping to manage the customer relationship on behalf of the business and managing the entire quote-to-order to invoice process, assisting with the collections process. Under minimal supervision, they are responsible for supporting and managing customer order requirements at designated ports, follow up to ensure delivery and prepare case for billing.
This role will operate in an international environment, while working collaboratively with the Account Sales teams, Supply Chain, Billing, Data Management and Credit/Collection teams. These interactions will support the required growing knowledge and understanding of contracts/pricing, the Global Supply network and Drew products and services.
Principal Duties and Responsibilities:
- Accurate and timely processing of customer orders while ensuring customer’s expectations are met and exceeded when possible
- Reply directly for acknowledgement and check for product availability, lead-time, delivery cost
- Process customer orders through to delivery locations, issue all relevant documents to move and deliver products on board vessels
- Daily communication and follow-up with responsible warehouses - reviewing the day’s delivery plan and potential issues to ensure on-time delivery of orders
- Close partnership with Planning by highlighting potential inventory shortages or demand uptick.
- Making calls to shipping agents for vessel ETA/ETD, timely update of system due date to ensure inventory visibility for allocation purpose.
- Manage customer inquiries – connecting with internal colleagues – communicating Customer issues as needed
- Utilize all available platforms including customer platforms (GOP, ShipServ, Customer Procurement websites, Email, etc.) to identify and coordinate Customer inquiries
- Identify Customer requirements with a general understanding of Drew capabilities as communicated through the Sales and Customer Care Team Leaders
- Participate with Sales on customer visits, as requested, to perform business reviews, review customer service performance and other topics
- Collaborate with the Accounts Receivable department in the review and support of effective collections of customer invoices
- Comprehend Drew product lines with a general understanding of product alternatives. Participate in training where offered
- Contribute to the documentation of incomplete deliveries or fill rates
- Other tasks and projects as may be assigned from time to time
Required / Desired Knowledge, Experiences and Skills:
- 1 to 3 years’ good relevant customer service experience
- Experience in Marine or Shipping Industry a plus
- Supply Chain discipline a plus
- A self-starter and quick learner who possesses the ability to be effective at addressing issues and interfacing with both internal and external customers
- Ability and high level of comfort working in a fast paced environment
- Highly organized
- Ability to multi-task
- Articulate with excellent verbal and written communication skills
- English language both verbal and written required
- Multi-lingual a plus, may be required dependent on regional needs
- Microsoft Office skills, JD Edwards skills desirable or comparable ERP platform experience
Education/Certifications:
- Diploma in Business Admin or equivalent in job experience required
Physical Working Environment:
- Climate controlled office environment and requires the ability to sit for extended periods of time
