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Customer Service Representative

February 20, 2023 • 3 min read
Full Time
USA - Memphis, TN
Posted 1 month ago

Let’s Make a Move Together!  Join Our Team!

Nothing is more critical to human progress than movement.  Today, Dayco is part of a global moving economy- a dynamic flow of people, products, systems and relationships.  We are steadfast in pushing boundaries of endurance for the vehicles of tomorrow. We accomplish this with a dedicated global team that respects one another, shows humility through continuous learning and acts like owners in everything we do.

Customer Service Job Responsibilities   

  • Process new and open customer orders/backorders for shipment, and internal orders, Point-of-Sale/drop-ship orders to vendors.
  • Determine shipment dates by customer requirements, order size, warehouse efficiency, etc.
  • Respond to phone/email/fax inquiries from customers/internal teams on a timely basis regarding inventory availability, pricing, order status, sales terms, promotions, shipment/delivery dates, etc. with high level of organization and professionalism
  • Manage assigned customer accounts per instructions (particularly scheduled shipments) and update as needed on customer service network drive.
  • Enter and maintain customer orders via BOE Daily EDI Program, Excel, mail, phone and fax.
  • Coordinate shipping priorities and resolve shipping discrepancies with customers, sales, distribution, 3PL, and other departments to ensure orders are shipped to per specifications.
  • Run various ERP/CRM queries, including daily reports for sales/inventory teams, customers, quality hold orders to verify/release quantities, zero-shipped Factory-Direct orders
  • Provide return authorization and reshipments of products when required.
  • Solve challenging customer issues using creative solutions to find root causes and a high degree of tact/judgment to ensure a positive result and ensuring decisions are within company policy/procedure.
  • Provide “soft” technical assistance to customers such as interchanging of part numbers or specific applications using talking pictures.
  • Refer customers to Product Management for highly technical questions.
  • Assist with the management of other accounts and support CSR staff as needed when absences exist within department.
  • Direct non-customer service inquiries to appropriate department/person
  • Maintain high level of confidentiality on customer account costing and pricing information.
  • Submit credit requests and facilitate in expediting releases of orders with advanced credit approval.
  • Submit call reports for adjustments to achieve resolution of order issues and assist with credit issuance.
  • Manage quality control (QC) and on-hold procedures for order issues (i.e. couplings bagged incorrectly, wrong part in packaging).
  • Assist sales personnel with FS&Q’s (Field Service and Quality Return Authorizations) to determine if product is returnable. Facilitate the product return through outside vendor services and internal departments.
  • Work effectively with other departments when assistance is needed on new system changes, process implementations, etc.
  • Provide recommendations on continuous improvement initiatives and participate in preparing data for changes/updates to processes/procedures.
  • Actively participate in weekly or semi-monthly departmental meetings or trainings

Minimum Requirements

  1. Associate degree in Business or related field preferred
  2. One or more years in Customer Service capacity, preferably in Warehousing/Manufacturing environment
  3. Proficient with data entry, intermediate-advanced computer skills


Basic Qualifications

  1. Must be able to multi-task
  2. Good oral and written communication skills
  3. Ability to work independently
  4. Exercise good decision making


Job Features

Job Category

Customer Service



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