Customer Support Coordinator I

MISSION

Customer Support Coordinators are the customers' daily single points of contact. Our mission is to consistently deliver excellent customer service to all Gilson customers by effectively managing their orders, their inquiries, and their relationship with Gilson. We provide exceptional support to our external customers as well as to our internal customers within our Sales and Service organizations. With all the processes we apply, we will strive to meet or exceed expectations by putting the customer first. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer phone calls as the primary point of contact for all inbound calls to Gilson.
• Assist in email distribution (gatekeeping)in multiple email boxes.
• Process sales orders received via EDI, web, telephone, fax, or email in Gilson’s ERP.
• Review orders for accuracy and potential issues in meeting the order requirements.
• Process no-charge sales orders, internal transfer orders, and sample orders.
• Enter and manage all customer data in Gilson’s ERP.
• Act as the primary contact and first level of trouble shooting for Gilson.com web portal.
• Maintain customer tax exemptions in internal and external systems,
• After-order management in customer portals,
• Manage shipping documents,
• Communicate with and process all Return Merchandise Authorizations (RMA)for customers including creating return shipping labels,
• Update Salesforce.com CRM system,
• Efficiently answer customer questions regarding order status, stock availability, item details, pricing, and document-management related to customer orders,
• Manage backorders and communicate changes to orders to customers and sales team members.
• Manage inquiries credit limit requests, billing disputes(including customer credit memo’s), and research billing issues in Gilson’s ERP in conjunction with Gilson’s Finance team,
• Develop basic technical knowledge of products and procedures and be able to effectively share that information with customers.
• Fulfill requests for order acknowledgement and/or invoice copies,
• Create new customer accounts using the BPM forms, review and update existing customer accounts for accuracy,
• Host monthly territory calls with appropriate Sales and Service team members,
• Support quote process using our CRM system by creating new quotes and following up on sales and service quotes,
• Support sales by performing upselling activities.
• Support customers and internal teams with software license registration,
• Peer-to-peer training,
• Perform reception duties as scheduled including covering forbreaks/lunches, greeting guests, accepting packages, sorting mail and informing recipients., updating company phone directory, and assisting in getting signatures for documents left for Dr. Robert Gilson.
• Assist with internal mail sorting and distribution.
• Other duties as assigned.

JOB REQUIREMENTS

EDUCATION

• High School Graduate or GED

WORK EXPERIENCE

• 1 year experience in telephone customer service or inside sales
• 1 year experience working in an office environment

SKILLS OR KNOWLEDGE

• Demonstrated professional oral and written communication skills.
• Must possess a professional phone demeanor.
• Computer operation/data entry skills.
• ERP sales and distribution module & CRM.
• Ability to create seamless relationship with customers to increase their loyalty to Gilson.
• Excellent typing skills.
• Ability to use Microsoft Word and database computer application.

PHYSICAL ABILITY

• Requires good or corrected vision. 
• Ability to communicate verbally. 

OTHER

• Regular attendance and punctuality. 
• Ability to work well with others. 
• Ability to acquire new skills and to accommodate change in the workplace. 
• Ability to work in a fast-paced environment.

ADDITIONAL SKILLS/EXPERIENCE DESIRED

• Science background
• Inside Sales
• Bilingual