Blistex
JOB SUMMARY
The Customer Service Representative (CSR) is responsible for handling customer inquiries, ensuring prompt, accurate, and professional service to internal and external customers. The CSR manages the end-to-end order process across domestic, Canada, and/or international markets, including EDI transactions, returns, compliance documentation, and coordination with internal departments. The role requires adaptability in handling both routine and non-routine requests, often involving extensive research or troubleshooting. Emphasis is placed on shipping orders on time and complete (OTIF), minimizing expedited freight costs, ensuring data accuracy, and maintaining compliance with customer-specific requirements and government regulations. The CSR must have a broad understanding of customer service, EDI operations, ERP systems, and supply chain coordination, and must function effectively in a fast-paced, evolving environment.
ESSENTIAL JOB FUNCTIONS Receives, processes, and addresses all customer service issues related to the flow of finished goods for both domestic and export orders, ensuring OTIF delivery. Handles order entry, order maintenance, and order corrections through EDI and ERP systems; monitors and ensures accurate transmission of invoices and ASNs, and resolves any EDI errors. Responds to customer, distributor, and internal inquiries regarding order status, pricing, product availability, delivery schedules, and promotional activity. Ensures all orders are accurately coded with pricing, quantities, ship dates, PO numbers, delivery dates, and special instructions. Monitors National Accounts and Field Sales websites and communications for performance metrics, compliance requirements, and special handling instructions. Processes and coordinates returns, securing appropriate approvals and documentation from Account Managers, Zone Managers, or National Account Managers. Coordinates international shipments, working with distributors on freight options, and prepares export documentation including Certificates of Origin, Free Trade Agreement forms, VAT calculations, and commercial invoices. Monitors inventory availability in collaboration with Supply Chain for custom make-to-order items and initiates actions to prevent back orders. Maintains and updates ERP and EDI tables for UPC, UOM, promotional substitutions, and other master data elements as needed. Develops, implements, and maintains customer-specific and account-level reporting for Sales and Operations Management. Supports open order management by tracking unshipped orders, issuing confirmations, and assisting in credit hold resolutions. Participates in ERP and EDI system upgrades, including testing and validation of order, invoice, and shipping transactions. Retrieves and enters shipment information and shipping confirmations; ensures alignment with documentation and label standards. Researches and manages promotional inventory depletion and item phase-outs or pack changes. Maintains departmental SOPs and intranet content to ensure current and accurate documentation. Supports the daily expedite meeting and provides guidance to items needed for orders. Conducts daily audits of EDI transactions and ensures order and invoice accuracy and no missing orders. ADDITIONAL RESPONSIBILITIES
Performs and assumes other duties and responsibilities as may be required by Management. Functions as back-up for other Customer Service Representatives. Provides administrative support including supply ordering and system updates. Supports the Winner's Circle. REQUIRED EDUCATION, EXPERIENCE AND SKILLS
A high school diploma or equivalent; plus, additional broad specialized training in customer relations/service, equivalent to 2 years of college is required. The knowledge and skills required for this position are typically acquired in 2 to 3 years of specialized training experience in a customer relations/service environment. International experience is preferred within consumer products. Good oral and written communication skills in business English (spelling, grammar, and punctuation). Excellent telephone and e-mail etiquette skills. Effective interpersonal skills are required to interact with various levels of internal and external customers (ability to project a positive and progressive Company image with our customers). A broad understanding of general customer service practices and order processing. Must be computer literate in a MS Windows environment (i.e., Word, Excel, PowerPoint) Working knowledge of customer service practices, EDI processes, and order management. Proficiency in ERP systems (SAP S/4HANA preferred) and EDI translator software (Gentran desirable). Ability to prepare detailed and accurate documentation. Good math aptitude and analytical skills. Good organizational ability and detail oriented. Ability to learn and apply accrued knowledge of standard department procedures and practices. Ability to work independently and meet deadlines on a multitude of concurrent tasks, adhering to prescribed routines and practices. Willingness to accept other duties, as assigned. Ability to function in a fast paced, rapidly changing environment. Must possess the ability to develop and maintain an effective working relationship with internal and external customers, function as a team player, accept coaching from management, and comply with Company policies.
Monday - Friday, 7:00am - 3:15pm
The Customer Service Representative (CSR) is responsible for handling customer inquiries, ensuring prompt, accurate, and professional service to internal and external customers. The CSR manages the end-to-end order process across domestic, Canada, and/or international markets, including EDI transactions, returns, compliance documentation, and coordination with internal departments. The role requires adaptability in handling both routine and non-routine requests, often involving extensive research or troubleshooting. Emphasis is placed on shipping orders on time and complete (OTIF), minimizing expedited freight costs, ensuring data accuracy, and maintaining compliance with customer-specific requirements and government regulations. The CSR must have a broad understanding of customer service, EDI operations, ERP systems, and supply chain coordination, and must function effectively in a fast-paced, evolving environment.
ESSENTIAL JOB FUNCTIONS Receives, processes, and addresses all customer service issues related to the flow of finished goods for both domestic and export orders, ensuring OTIF delivery. Handles order entry, order maintenance, and order corrections through EDI and ERP systems; monitors and ensures accurate transmission of invoices and ASNs, and resolves any EDI errors. Responds to customer, distributor, and internal inquiries regarding order status, pricing, product availability, delivery schedules, and promotional activity. Ensures all orders are accurately coded with pricing, quantities, ship dates, PO numbers, delivery dates, and special instructions. Monitors National Accounts and Field Sales websites and communications for performance metrics, compliance requirements, and special handling instructions. Processes and coordinates returns, securing appropriate approvals and documentation from Account Managers, Zone Managers, or National Account Managers. Coordinates international shipments, working with distributors on freight options, and prepares export documentation including Certificates of Origin, Free Trade Agreement forms, VAT calculations, and commercial invoices. Monitors inventory availability in collaboration with Supply Chain for custom make-to-order items and initiates actions to prevent back orders. Maintains and updates ERP and EDI tables for UPC, UOM, promotional substitutions, and other master data elements as needed. Develops, implements, and maintains customer-specific and account-level reporting for Sales and Operations Management. Supports open order management by tracking unshipped orders, issuing confirmations, and assisting in credit hold resolutions. Participates in ERP and EDI system upgrades, including testing and validation of order, invoice, and shipping transactions. Retrieves and enters shipment information and shipping confirmations; ensures alignment with documentation and label standards. Researches and manages promotional inventory depletion and item phase-outs or pack changes. Maintains departmental SOPs and intranet content to ensure current and accurate documentation. Supports the daily expedite meeting and provides guidance to items needed for orders. Conducts daily audits of EDI transactions and ensures order and invoice accuracy and no missing orders. ADDITIONAL RESPONSIBILITIES
Performs and assumes other duties and responsibilities as may be required by Management. Functions as back-up for other Customer Service Representatives. Provides administrative support including supply ordering and system updates. Supports the Winner's Circle. REQUIRED EDUCATION, EXPERIENCE AND SKILLS
A high school diploma or equivalent; plus, additional broad specialized training in customer relations/service, equivalent to 2 years of college is required. The knowledge and skills required for this position are typically acquired in 2 to 3 years of specialized training experience in a customer relations/service environment. International experience is preferred within consumer products. Good oral and written communication skills in business English (spelling, grammar, and punctuation). Excellent telephone and e-mail etiquette skills. Effective interpersonal skills are required to interact with various levels of internal and external customers (ability to project a positive and progressive Company image with our customers). A broad understanding of general customer service practices and order processing. Must be computer literate in a MS Windows environment (i.e., Word, Excel, PowerPoint) Working knowledge of customer service practices, EDI processes, and order management. Proficiency in ERP systems (SAP S/4HANA preferred) and EDI translator software (Gentran desirable). Ability to prepare detailed and accurate documentation. Good math aptitude and analytical skills. Good organizational ability and detail oriented. Ability to learn and apply accrued knowledge of standard department procedures and practices. Ability to work independently and meet deadlines on a multitude of concurrent tasks, adhering to prescribed routines and practices. Willingness to accept other duties, as assigned. Ability to function in a fast paced, rapidly changing environment. Must possess the ability to develop and maintain an effective working relationship with internal and external customers, function as a team player, accept coaching from management, and comply with Company policies.
Monday - Friday, 7:00am - 3:15pm