• Job Locations US-NC-Madison
    Staff Req. #
    HDQ 19-018
    # of Openings
  • Position Summary

    Position Summary:


    The Senior CSR ensures superior customer service is provided to assigned accounts which may include key accounts and major wholesalers.  The senior CSR promotes positive relationship between the company and assigned accounts and will work with other departments to coordinate support as needed. 

    Primary Responsibilities

    Primary Responsibilities:


    • Manages key accounts or major wholesale accounts.
    • Main responsibilities include order entry; understanding of programs and deviations; and communication with customers, sales representatives and merchandisers.
    • Assists the Team Leader and Manager as needed
    • Mentors, coaches and helps train new hires.  
    • Periodically reviews the training of the Customer Service job function with sales representatives and merchandisers, along with full explanation of customer profiles.  
    • Assists Team Leader with quality process. 
    • Performs special tasks assigned by Team Leader or Manager.
    • Updates the sales force internally/ externally regarding changes in customer ordering patterns and product availability.
    • Assists in organizing and setting up shows and functions as the lead CSR at shows.
    • Generates SAP reports (i.e. month end, open order etc.)
    • Assists Team Leader and Manager in organizing outbound sales process, including making sales calls.

    Skills and Education Required

    Skills and Education Required:    

    • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 
    • The requirements listed below 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.
    • Bachelor's degree (B.A.) from four-year college or university
    • 2 years’ experience as Domestic Customer Service Representative 
    • Or equivalent combination of education and experience
    • (Note:  Internal candidates must be meeting expectations of a Domestic CSR and have an overall quality rating of 99% to be considered)  


    Language Skills:                        

    • Ability to read and interpret documents such as operating instructions and procedure manuals
    • Ability to correspond via email and speak effectively with customers or employees


    Mathematical Skills:                        

    • Ability to calculate discounts and percentages


    Reasoning Ability:                        

    • Ability to solve problems and deal with a variety of situations where only limited standardization exists
    • Ability to interpret instructions furnished in written or verbal form


    Computer Skills:                        

    • Extensive knowledge of SAP and EDI Order processing systems is required
    • Proficiency of MS Office; i.e. Word, Excel, and Windows XP or Windows 7


    Other Skills and Abilities:                        

    • Strong problem identification and resolution skills
    • Excellent telephone/customer service and written correspondence skills
    • Must be able to handle multiple priorities at the same time
    • Excellent time management and organizational skills required


    Other Qualifications:

    • Must be able to work in a team environment and interact with internal and external customers.  
    • Must have a strong commitment to continuous improvement
    • Strong interpersonal and negotiation skills
    • Strong knowledge of distribution and warehousing
    • Strong knowledge of A/R, Credit and business practices
    • Results oriented and self-motivated
    • Able to promote a positive relationship with assigned accounts and work with other organizations inside the Company to coordinate support


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