Position Summary
The Customer Service Representative is responsible for managing all aspects of customer service and sales orders including order receipt and entry, pricing, inventory, shipping related issues and invoicing. The CSR is the principal point of contact within a given sales territory for the Customer, the Regional and National Sales representative, Distributors, Brokers and Buyers. The CSR will establish and maintain comprehensive account information, respond to all customer inquiries, concerns, problems or complaints. The CSR is also accountable for working closely with other departments in resolving any customer service related area including invoicing, pricing and shipping issues and chargeback resolution.

Principal Accountabilities

• Achieve 100% accuracy in receiving and inputting sales orders and promotional items into the sales system within 24 hours of receipt.  Confirm receipt of orders.  Verify account and shipping information, terms, special pricing requirements, minimum weight & lead-time requirements prior to input of order to avoid shipment or billing errors. 
  
• Serve as inside liaison between assigned Regional Sales Managers and Vice Presidents of National sales, territory brokers, retailers, merchandisers and other Clif departments to assist in processing sales orders and resolving customer problems. Track and follow through on orders and customer concerns in a timely manner.  Work with brokers and internal departments, such as Accounts Receivables, Operations and IS departments to resolve problems such as invoice payment, shipping and pricing issues. 
  
• Achieve the highest customer service level by providing the most current master account information including advanced pricing, billing information, customer allowance information, shipping information etc. to the Customer Service Manager for continual maintenance, as well as consistently provide up to date information regarding special pricing or promotional arrangements etc. to internal departments and external customers.
  
• Manage the EDI process from Purchase Order receipt to Invoicing, including verifying the accuracy of incoming EDI transmissions compared with current account information and working with the customer, broker, and/or EDI contact to resolve any discrepancies to ensure the customer receives 100% accurate shipments and invoices.
  
• Provide the assigned Regional and Vice Presidents of National Sales with ongoing information regarding customer activity to create a proactive team approach to resolving issues and improving customer service levels within the assigned region.
  
• Coordinate with Accounts Receivable and Sales Managers with setting up New Customer Accounts.  Responsibilities include gathering pertinent customer information, working closely with Sales Manager to obtain key account information and coordinating with A/R to obtain credit approval.
  
• Provide administrative support to the VP of Sales, Director of Sales and Distribution Supervisor with special projects. Participate on cross-functional teams for special projects and process improvements.

Job Difficulty
Customer Service Representatives must handle a high volume of orders in a timely manner while achieving 100% accuracy of data and shipping information entered into the system. They also handle a high volume of regional, national or international sales manager and broker requests, requiring the ability to effectively organize, prioritize and manage workflows and multiple tasks. The CSR applies a good understanding of the Clif infrastructure and processes to investigate and resolve customer and broker problems, and to work effectively with other departments to ensure that requirements are met. They are in regular contact with large brokers and distributors, and must exercise excellent interpersonal and customer relation skills. They must have excellent communication skills and be able to effectively manage customer distress and anger and work out mutually satisfactory resolutions to problems. The top priority of a CSR is to provide excellent service and maintain good relationships with customers on behalf of Clif Bar.

Education and Experience
Successful performance requires 3-5 years’ administrative or customer service experience, preferably in the packaged goods industry. The ideal candidate will have exposure to buying, order entry and inventory control procedures. Administrative experience should include responsibility for organizing heavy work volumes, creating and updating spreadsheets, data entry, formatting and typing documents, and communicating effectively with customers via phone, in person and in writing. Solid knowledge of EXCEL, Word and Microsoft Office or similar software is required. A strong working knowledge of order entry systems, processes and data base maintenance is also required, J.D. Edwards/AS400 software experience a Plus. A strong customer service orientation and excellent problem solving skills are essential, as are good team collaboration skills, attention to detail, initiative, work organization and follow-up. Success in this position requires excellent verbal and written communication skills and the ability to work with conflict and influence others in a positive way.