Barcel USA takes pride in our people-centric culture - We Value the Person is our Core Belief. In addition to competitive pay and comprehensive benefits, we are committed to providing a safe and inclusive work environment that appreciates all dimensions of diversity, promotes personal and professional development opportunities and allows our associates to be their authentic selves.

The Customer Service Representative is responsible for leading the role as a liaison between Customers/Distributors and Barcel USA. This position plays a dual role by understanding customer priorities, proposing/implementing strategies, focusing on support, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.

This role requires us to work with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, Logistics teams, along with working on other key initiatives that lead to customer requirements are met.

Lead the activities of the Customer Service dual role that supports our partners and key areas of business. Work with other leaders to develop and implement strategic plans that meet our customers’ current and future supply chain capability needs and demand while improving productivity, quality, operations, & KPI's. Work closely with the Quality organization to ensure the application and continuous improvement of Quality programs and rapid response to any quality-related events, this includes US & Exports operations Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills. Manage a high volume of Supply Chain requests or communications (via phone and/or email)
Track documents, this includes BOL, POD, INVOICES, CREDIT MEMOS to minimize audit requests Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to customers throughout the process Maintain accurate records of all internal and external interactions in the appropriate database/system (ORACLE, BITAM, EBAVEL) • Ensure the consistent & adherence of department policies and procedures. Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement. Involves fellow team members in collaborative or team-empowered decisions based upon the company's vision & mission Assist in worksite analysis such as identifying unrecognized potential hazards and work-related injuries by participating in a safety committee Identify areas to improve the operational integrity of claims management processes. Provide technical claims management expertise to the operating team Work with Transportation to dispute and process carrier charge backs Research and escalate requests due to Grey Market Process Improvement and Simplification
Identify and communicate areas for process improvement to management Work with Accounting to balance account statements on Approved/Denied credit requests
Work with Accounting to dispute discrepancies and process charge backs
Work with Accounting to minimize customers credit holds (Red List) Aid the development of customer input into Supply Chain strategic initiatives and annual plans.
Lead the development of system developments and mitigate manual work and/or future expenses Create and develop a centralized point of contact HUB for order management/tracking Propose new processes to drive continuous improvements and reduce inefficiencies Support order management team goals and initiatives to become a more proactive customer support organization. Ability to be flexible while able to drive for results, even when all the requirements have not been defined. Must demonstrate capability of thoroughly reviewing and sense-checking results so that analysis is right the first time. Aptitude to understand the broader business contexts of the industry, and the ability to judge considerations (cost, service levels, lead times, etc.) are most important within those contexts.
Critical thinking and problem-solving skills. Ability to work with teams, cross-functionally, and contribute positively in projects.
Ability to encourage team members to look for opportunities for simplification and improvements. Ensure physical protection through proper use of PE (protective equipment).
Ensure compliance with applicable occupational safety and health regulations.