Summary

The Customer Service Representative 2 (CSR 2) provides direct support to assigned customers and internal stakeholders, ensuring accurate order management and proactive issue resolution. This role requires advanced product, system, and customer knowledge, with a focus on building strong relationships and driving efficiency. The CSR 2 demonstrates initiative, accountability, and problem-solving ability, representing the Customer Service team as a trusted resource.

Responsibilities

• Manage daily order entry, pricing accuracy, order tracking, and shipment coordination in JDE
• Review and resolve EDI and CommerceHub order exceptions; ensure data integrity across systems
• Serve as primary contact for assigned accounts; provide order status updates and proactive communication
• Lead collaboration with Supply Chain, Operations, and Credit to resolve shipment, invoice, and deduction issues
• Process RMAs, credits, and fines; identify recurring issues and recommend solution
• Participate in performance board reviews, mentor new CSR 1 team members, and support process improvement projects

Desired Experience

• Strong understanding of ERP systems (JDE) and related interfaces (EDI, CommerceHub, Zendesk, Salesforce, customer portals).
• Demonstrates accountability and ownership of assigned accounts.
• Skilled communicator who can influence and resolve issues across functions.
• High attention to detail and ability to manage competing priorities.
• Intermediate proficiency in Microsoft Office; ability to analyze order trends and metrics.
• Exemplifies Worthington's values of integrity, teamwork, and customer focus.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum 2-4 years of customer service or order management experience.
• Strong understanding of order-to-cash processes.