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Customer Service Lead

at Insperity

Posted: 8/31/2019
Job Reference #: 27260371
Keywords: inbound

Job Description

Job Title
Customer Service Lead
Job ID
ALPHARETTA, GA 30005-1726
Other Location

PROKOZ organization, with its corporate headquarters in Alpharetta, Georgia, is comprised of a nationwide network of 25 owner distributors serving the Turf and Ornamental specialty markets in the United States. These distributors work together to Create Value through supporting key Supplier Partner Brands in the Golf, Lawn and Landscape, Production Ornamentals and Sports Turf markets. Owner distributors add value to the industry by representing best in class branded products, with local service, technical expertise and exceptional customer experiences in every purchasing process.

Customer Service Lead

Position Summary:

Lead the customer service functional area, providing exceptional customer service for our owners and supplier partners. Process orders, support and communicate on all order inquiries. Inquiries include orders, billing issues/questions, cancellation requests, technical assistance, and product information.

Support Prokoz’s Purpose by Modeling the Company’s Values:

  • Create Value
  • Ownership Approach
  • Strive for Win-Win
  • Organizational Excellence

Essential Duties and Responsibilities:

  1. Model Company Values
  2. Live within Alpharetta/Roswell/Johns Creek/Cumming Area
  3. Customer Service Lead
  • Elevate PROKOZ’s superior customer service experience.
  • Achieve targeted owner satisfaction goals based on the following criteria:
  • Accurately enter orders to ensure that shipments arrive on time as requested
  • Process invoices in a timely manner
  • Answer and respond to all customer communications promptly, same day goal
  • Engage owners and partners in a friendly and professional manner
  • Field inbound owner, partner, and end user inquiries
  • Respond to label & MSDS inquiries
  • Track and report monthly/annual orders processed through Prokoz and average order amount in dollars
  • Organize and file owner orders, invoices, and billing
  • Remain up to date on supplier programs to make sure the correct cost is being charged on supplier invoices, payment due dates are correct, and discounts are applied correctly
  • Support month end close, annual audit, and annual budget
  1. Product Coordination
  • Prepare annual budgets, forecasts, and variances for Private Label and Master Distributor products as necessary
  • Support month end close, annual audit, and annual budget
  • Responsible for updating, posting, and communicating Prokoz Price Lists.
  • Responsible for updating, posting, and communicating Prokoz Private Label Low Nets
  • Manage and administer the Prokoz Early Order Program (EOP)
  • Responsible for adding new SKU’s and maintaining current pricing in NetSuite
  • Maintain and update Prokoz Distributorship Workbook
  • Responsible for providing monthly sales update for the monthly Financial and Business Update
  • Assist with Prokoz’s Alpharetta Team as needed
  • Assist Leadership Team with special projects as necessary

Job Requirements:

  1. Model Company Values
  2. Ability to address concerns and communicate clearly and efficiently
  3. Possess a positive, customer-friendly disposition
  4. Experience using Outlook, Microsoft Word, Excel, PowerPoint required
  5. Prior experience using NetSuite a plus
  6. Assist other functional areas as needed
  • Marketing Manager, 1st line back up
  • Leadership Team support
  1. College degree preferred
  2. 2-3 years of previous CSR experience preferred
  3. Knowledge of golf, ornamental and landscape/lawn-care industry a plus
  4. Familiarity with web site maintenance a plus