Position Overview
As a dedicated Customer Service Representative (CSR) , you will serve as a vital liaison, championing and implementing Functional Excellence within our domestic customer service operations. Your core mission is to deliver exceptional service to both our business partners and customers, ensuring their needs are met with a commitment to continuous quality improvement. You will actively drive best practices, training, and auditing initiatives to elevate the customer experience.
This role requires a comprehensive understanding of domestic order management systems, related policies, and procedures. Proficiency in SAP-R3 (or equivalent ERP), including order entry, pricing, documentation, and invoicing, is essential. Familiarity with Quality Management Systems and broad business operations experience are preferred. You will gain valuable exposure to a variety of systems and tools such as SAP-R3, SharePoint, and Salesforce.com, and work across multiple business units.
As a CSR, you will collaborate with colleagues at every organizational level - including supply and demand planners, market segments, peers in customer service, plant sites, warehouses, freight forwarders, carriers, finance, and more - to ensure customer satisfaction while upholding our high-quality standards.
Key Responsibilities
Serve as a primary point of contact for customer inquiries, requests, and issue resolution.
Process and track domestic orders, ensuring compliance with order fulfillment protocols.
Utilize business unit tracking systems to monitor orders, manage disputes, and issue credit/debit memos.
Handle sample/rebate processing and support overall sales order management.
Partner with cross-functional teams, including Supply Chain, Manufacturing, Sales & Marketing, Product Management, Finance, and Logistics.
Ensure consistent adherence to corporate compliance requirements, particularly Sarbanes-Oxley 404 as they relate to customer service.
Identify opportunities for process improvement and actively participate in change initiatives.
Provide training and support on best practices within the department.
Adapt to new conditions, systems, and personnel while maintaining a high degree of professionalism.
Minimum Qualifications & Skills
Proven experience as a Customer Service Representative, with exposure beyond retail/call center settings.
Prior knowledge of Sales to Cash (STC) / Requisition to Pay (RTP) processes strongly preferred.
Minimum of 6-12 months of hands-on SAP-R3 (or equivalent) experience in order processing, deliverables creation, and invoicing.
Proficient computer skills, with intermediate-to-advanced knowledge of Microsoft Excel, Word, and PowerPoint (MS Office proficiency assessment required).
Strong interpersonal and communication skills; able to work effectively with internal and external stakeholders at all levels.
Experience with Salesforce.com and SharePoint is a plus.
Flexible and adaptable in a fast-paced, dynamic team environment.
Strong organization and multitasking skills, with demonstrated aptitude for project management and change management.
Ability to translate strategic business objectives into actionable customer service tactics.
Strong initiative for identifying and implementing process improvements.
Additional Information
Occasional travel may be required, but is expected to be minimal.
Educational Qualifications
Required: College degree and prior customer service experience, with SAP-R3 or equivalent system expertise.
Preferred: Bachelor's degree.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.
Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) .
Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
