<p>Summary</p> <p>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.</p> <p>Responsibilities</p> <ul> <li>Manage daily order entry, pricing accuracy, order tracking, and shipment coordination in JDE </li><li>Review and resolve EDI and CommerceHub order exceptions; ensure data integrity across systems </li><li>Serve as primary contact for assigned accounts; provide order status updates and proactive communication </li><li>Lead collaboration with Supply Chain, Operations, and Credit to resolve shipment, invoice, and deduction issues </li><li>Process RMAs, credits, and fines; identify recurring issues and recommend solution </li><li>Participate in performance board reviews, mentor new CSR 1 team members, and support process improvement projects </li></ul> <p>Desired Experience</p> <ul> <li>Strong understanding of ERP systems (JDE) and related interfaces (EDI, CommerceHub, Zendesk, Salesforce, customer portals). </li><li>Demonstrates accountability and ownership of assigned accounts. </li><li>Skilled communicator who can influence and resolve issues across functions. </li><li>High attention to detail and ability to manage competing priorities. </li><li>Intermediate proficiency in Microsoft Office; ability to analyze order trends and metrics. </li><li>Exemplifies Worthington's values of integrity, teamwork, and customer focus. </li><li>High school diploma or equivalent required; Associate's or Bachelor's degree preferred. </li><li>Minimum 2-4 years of customer service or order management experience. </li><li>Strong understanding of order-to-cash processes. </li></ul>