Customer Service Representative

Job Title: Customer Service Representative

Location: Archbald, PA

Job Type: On-Site

Reporting to: Customer Service Supervisor

Company Overview:FXI is a leading producer of foam innovation in Bedding, Furniture, Industrial, Home & Office, Healthcare, and Transportation markets. We have made it our mission to provide tailored solutions that delight our customers and consumers. With our corporate headquarters, high-tech research and development facility, and multiple manufacturing locations in North America, FXI has built a culture of innovation and achievement that is recognized by customers, suppliers and peers. Our products include finished goods, sub-assemblies, services, and raw materials for OEMs, fabricators, and retailers. You will find FXI's foam innovations inside, around, and under yourself in countless applications. Everywhere foam goes, FXI's innovations lead the way! Won't you join us?

Job Summary

As a Customer Service Representative, you will answer incoming calls and e-mails from consumers, customers, and sales reps to take orders, answer inquiries, address complaints, troubleshoot problems, and provide product information. Assist with shipping department activities to ensure customer requirements are met. Assist with accounts payable tasks to ensure invoices are processed and paid timely.

Responsibilities:

• Responds to consumer, customer, and sales representatives' telephone and email inquiries professionally
• Provides consumers, customers and sales reps with product and service information
• Communicates delivery times, issues, and customer concerns/complaints
• Completes order entry, updating customer files, invoicing, and shipping of products
• Analyzes customer service problems, assists operations with shipping schedules, and helps maintain accurate inventory of product
• Maintains customer service standards and practices for exceeding customer expectations
• Obtain necessary information to set up new customers
• Foster an environment of open communication and collaboration between all departments to meet shipping schedules
• Manage the movement of invoices, including workflow errors, within our accounts payable tool to ensure timely vendor payments
• Accurately code and process invoices
• Clear open receipts at month end to relieve the GF/IR balance
• Handle vendor and internal inquiries promptly

Qualifications:

- High School Diploma and/ or equivalent required; degree preferred

- Excellent communication and data entry skills a must
- A minimum of 2 years customer service experience required
- ERP/MRP experience required; SAP and Kofax preferred

- To perform this job successfully, an individual must be able to work independently and perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

- Ability to communicate effectively including effectively presenting information, comprehending, and communicating detailed instructions, reading and writing correspondence and memos, and having knowledge of commonly used concepts, practices, and procedures as required by the position

- Ability to apply common sense practices to carry out detailed oral or written instruction. Ability to deal with problems involving multiple variables in continuously changing situations

- Possess a sense of urgency and take ownership of assigned projects while able to work independently

- Proficient in English with excellent verbal communication and written skills