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Customer Service Representative

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Clarisonic’s ability to achieve operational excellence depends on our understanding of customer requirements, processes and key performance indicators. We must also successfully manage the day to day activity of order processing and surrounding communication flow. The position of Customer Service Representative (CSR) plays an active role in those areas.

Location: Kent, WA, USA
Submission:
If you are interested in this position, please email your resume to: careers@clarisonic.com

About the Job

Clarisonic’s ability to achieve operational excellence depends on our understanding of customer requirements, processes and key performance indicators. We must also successfully manage the day to day activity of order processing and surrounding communication flow. The position of Customer Service Representative (CSR) plays an active role in those areas.

RESPONSIBILITIES

  • Independent management of order processing and surrounding communications. To include but not limited to:
    • Resolve errors to enable order processing (pricing, material, etc.)
    • Management of ship or arrival date expectations with the customer and within Clarisonic on behalf of the customer
  • Understand when issues need to be escalated and provide appropriate summarized information to suggest/enable decisions. To include but not limited to:
    • Impacts to service level
    • Inability to meet customer date requirements
    • Issues as identified by the customer (internal or external)
  • Participate/lead customer specific process reviews and supply chain discussions. For example,
    • EDI Transactions
    • Development of action plans to reduce supply chain driven deductions
    • Review of results and participation in action plans to improve
  • The CSR interacts regularly with:
    • Clarisonic
      • Field Sales Force
      • Sales Support groups
    • Other Supply Chain groups (Demand Planning, Distribution, Transportation, Credit, etc.)
      • External
      • Retailer contacts
      • Carrier contacts

DUTIES

  • Prepare, edit, key and accept incoming electronic or manual orders.
  • Thoroughly and appropriately follow up on all orders, shipments and product.
  • Accurately track orders/inventory relevant to non-replenishment items.
  • Responsible for specific assignments/projects assigned by Management.
  • Prepare and review daily reports for accuracy.
  • Ensure promotional dates are met for each account/event.
  • Monitor and review quota system working closely with Sales and Field Force.
  • Enforce policies and procedures with customers while maintaining good relationships.
  • Provide backup to other positions within the department as needed.

QUALIFICATIONS

  • High School Diploma or equivalent.
  • College degree or equivalent work experience preferred.
  • Minimum of 1 to 3 years experience in Customer Service or related field.
  • Proficient skills in Excel, Word and Outlook.
  • Accurate data entry experience.
  • Excellent communication, interpersonal and organizational skills.
  • Ability to handle multiple projects simultaneously with strong attention to detail.
  • Enthusiasm to work in a fast paced, team oriented environment.
  • Ability to respond quickly and calmly in stressful situations.
  • Flexibility to work occasional extended hours as required.
  • Dependable and reliable self starter.
  • Ability to work effectively in a multi-divisional environment, demonstrating professionalism at all times.
  • Knowledge of SAP a plus.