Senior Customer Service Representative

The Senior Customer Service Representative is responsible for providing high quality customer care to create a positive experience for our B2B customers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers as well processing customer orders while maintaining accuracy. This is a remote role. Regular hours are Monday through Friday from 8am to 5pm. RESPONSIBLIITIES:Responsible for timely and accurate order validation of high volumes of sales revenue ensuring understanding of service expectations to unique and varying customer requirements. Manage order modifications in alignment with customer requests while mitigating negative service impact and dollarized fine risk where applicable.Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing and sales programsManage and assess customer-related problems or issues and develop and implement appropriate resolution in all interactions via phone, email and fax while meeting customer experience communications standardsWork effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing and the field Sales ForceEnsure thorough understanding of current technology to promptly respond to customer requests including but not limited to:  Esker Cloud, Outlook Team-Email, SAP, Customer Websites, AO, BO and QlikView reporting tools.Manage order discrepancies for all customers which includes gathering data for trend analysis and making appropriate recommendations to management for sustainable process improvementsParticipate in testing business systems software upgrades and other systems testing as needed.