Customer Service Representative - Order Entry Coordinator at Tempur Sealy in Trinity, North Carolina

Job Description:

Job Summary:

The Hospitality Fulfillment Representative will collaborate with hotels, cruise ships, resorts, and internal business partners to improve customer service, delivery performance and retailer satisfaction through driving consistency, quality and accuracy in the handling of retail orders and requests. Responsibilities include order entry and handling of Hospitality orders from receipt to fulfillment within the respective Enterprise Resource Planning platform.

Essential Duties, Responsibilities, and Key Results Area:

• Maintain accurate dealer order forms, filing as necessary to meet company and corporate guidelines.


• Enter, process, and track orders from receipt through delivery to retailer. (May also include updating retailer web portals with order status information for each order).


• Troubleshoot and solve problems related to order fulfillment, accounting and other retailer or Sales requests.


• Answer phones and emails in a timely manner.


• Responsible for the management of Price Books and Rebates


• Maintain a daily tracking spreadsheet of open orders in relation to hospitality fulfillment to ensure on-time delivery, continuous and on-going tracking over extended periods of time


• Bill to/Ship to system set-up


• Process warranty claims and returns authorizations


• Working knowledge and understanding of ownership groups and purchasing agents


• Analyze reports and take action to prevent or minimize impact of order fulfillment failures. Requires proactive approach and strong follow-through.


• Work in a team environment across multiple functions (customer service, logistics, accounting, sales and retailer) to provide a high quality of service to customers.


• Provide regular updates to Supervisor/Manager and Sales Representative/Retailer as required.


• Be a voice/advocate for the customer as well as a responsible representative of Tempur-Sealy.


• Other duties will be assigned, as needed.

Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.