Customer Relations Representative

Job Summary

Essential Functions

1. Develop and maintain successful relationships with customers, brokers, sales representatives, and internal staff.
2. Provide timely and accurate product, program, order, and customer information.
3. Accurately enter and maintain orders, order changes, adjustments, claims, and customer information in company systems.
4. Process incoming orders according to established customer, broker, and company guidelines.
5. Facilitate order acknowledgements, material shortages, delivery requests, and other customer needs.
6. Resolve customer inquiries and claims within established guidelines and timeframes; work with the claims committee and internal departments as needed.
7. Document customer issues and resolutions and communicate concerns or recurring issues to management.
8. Support sales efforts through customer communications, calling campaigns, accurate data entry, and reporting.
9. Complete routine daily and bi-weekly reports and assist with pulling and analyzing data.
10. Complete routine daily and bi-weekly reports and assist with pulling and analyzing data.
11. Monitor processes and identify opportunities for improved efficiency, accuracy, and customer service.
12. Work with Sales, Quality, Shipping, Transportation, Finance, and other departments to ensure proper order fulfillment.
13. Provide administrative support to Sales and Customer Relations personnel.
14. Work independently and as a team member to organize, prioritize, and complete multiple tasks accurately and on time.
15. Provide backup front-desk coverage as needed, including greeting guests, answering phones, handling mail, and assisting with incoming and outgoing deliveries.
16. Communicate professionally with all contacts by phone, email, and other methods.
17. Complete special projects and other duties as assigned.
18. Embrace a customer-first focus and maintain flexibility to adjust schedules during busy or seasonal periods.

Required Knowledge, Skills, and Abilities

• Strong verbal, written, and interpersonal communication skills.
• Excellent customer service and relationship-building skills.
• High level of accuracy and attention to detail.
• Ability to organize, prioritize, and complete multiple tasks independently.
• Strong time management, planning, organization, and problem-solving skills.
• Ability to work effectively in a fast-paced team environment.
• Self-motivated, dependable, professional, and willing to learn.
• Ability to identify issues and recommend process improvements.
• Proficient in Microsoft Office, including Excel and Word.
• Ability to learn and use PICAS, Salesforce, Power BI, and other company systems.
• Salesforce or CRM experience is a plus.
• Ability to maintain knowledge of Proven Winners plants, products, and programs after training.
• Ability to travel to trade shows as needed.

Education and Experience Requirements

• High school diploma or equivalent required.
• College education preferred or relevant work experience.
• Previous customer service, order entry, sales support, or administrative experience preferred.
• Experience with B2B order entry, claims, reporting, or data analytics preferred.
• Two years of data analytics or related business experience preferred.
• Salesforce, CRM, or database experience is a plus.

Benefits and Compensation