This position performs a variety of duties to establish and maintain positive customer relations. The Customer Service Representative will be responsible for providing accurate order fulfillment and world class customer service. The position interfaces directly with customers and internal departments to ensure that inbound order requests are accurate and following a timely order life cycle. This role must effectively navigate complex issues throughout the order fulfillment process to ensure products are delivered with accuracy and timeliness; this position makes it significantly easier to conduct business with our company. The Customer Service Representative is also required to achieve set performance standards goals on an ongoing basis and to keep the Manager informed of any pertinent issues that may arise. This individual must maintain a positive work atmosphere by behaving and communicating in ways that foster good relationships with those inside and outside the company, while achieving and enhancing performance standards.

1. Accurate and timely entry of purchase orders received by email, fax, EDI provided by Customers
2. Ability to demonstrate superior proactive and problem-solving skills when encountering and resolving issues. Anticipate potential issues and escalate situations to management as necessary.
3. Provide exceptional follow-up and monitoring of each order, identifying and addressing any potential issues as quickly as possible
4. Interact with Sales Department and provide support as required.
5. Exhibit superior planning and communication skills, attention to detail, and the ability to perform under tight deadlines and in high-pressure situations
6. Communicate with customers as to status of orders, while maintaining accurate customer account information.        
7. Communicate with Production, Shipping & Receiving, and Quality Control via work order status to ensure validated customer requirements are met.
8. Enter and monitor complaints as received from customers and communicate to appropriate AFF departments.
9. Identify and recommend solutions for process improvements. Other responsibilities as determined by the Customer Service Supervisor or Manager.
10. Regular, reliable and punctual attendance.                          

This description reflects the principal functions of the job for the purpose of job evaluation. It should not be construed as a detailed description of all work requirements of the job, nor shall it be construed as giving exclusive responsibility for every function described.

1. Minimum of 2-3 years of order entry and customer service experience.
2. Supply chain, manufacturing, order fulfillment experience a plus!
3. Good math and analytical skills; detail oriented.
4. Good written and verbal English skills.
5. Demonstrated knowledge of Microsoft Office Suite with a strong knowledge of Excel
6. Experience using ERP a plus
7. Strong attention to detail and follow-through
8. Ability to prioritize requirements and meet deadlines
9. Ability to learn in a fast-paced environment
10. Must be able to work independently and in a team environment