Customer Service Representative

Job Description
The Customer Service Representative is responsible to facilitate orders and inquiries through the supply chain across all order types (customer, consumer and internal requests).  The candidate will be the key point of contact for internal and external customers on order management functions and consumer inquires. Key responsibilities for this role include providing world class customer service, executing standard operating procedures, maintaining key performance indicators and supporting continuous improvement workstreams in an effort to improve service and generate savings.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position shall consist of, but are not be limited to, the following:
Facilitate the flow of customer orders and inquires through the supply chain in accordance with established service level agreements
Adhere to standard operating procedures and collaborate with business partners to drive compliance with those processes through education, guidance and persistence 
Responsible for the performance of key metrics which include but are not limited to on time delivery, case fill and experience survey scores.   
Collaborate with cross functional teams with a focus on process improvement relative to key performance indicators, cost reduction and continuous improvement.
Correspond with customers who have encountered a problem with a product or service offering in an effort to resolve and document the issue in a timely manner. 
Diagnose and resolve customer issues by serving as a liaison between internal and external business partners to provide world class customer service.
Responsible to diffuse escalated situations where a customer has become frustrated and the candidate must possess the ability to respond in a clam, controlled and professional manner.     
Develop a thorough working knowledge of various brands, products and services.