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SPONSIBILITIES:
- Order Management in ERP system (includes processing customer orders, tracking and closing blanket purchase orders, and processing returns if required)
- Responding promptly to customer inquiries and communicating with customers through various channels.
- Communicate and coordinate with internal teams on order status and communicating any updates to customers in a timely manner.
- Maintain a positive, empathetic, and professional attitude both internally and externally.
- Acknowledge and resolve customer issues and complaints.
- Keep accurate records of customer interactions, transactions, comments, and issues.
- Understand and meet customer specific requirements within company guidelines and policies.
- Stay up to date on product knowledge and industry trends - and provide product specific feedback as needed.
- Stay updated on and comply with company initiatives and policies.
- Provide feedback on the efficiency of the customer service process.
- Understand and calculate material costs.
- Sales Analysis
- Cover other CSRs or related positions as needed.
- Become Subject Matter Expert in system processes. Document these processes and train others.
- Participate in periodic customer assessment meetings.
- Arrange freight.
- Primary administration of customer portals
- Work with customer on any collections concerns, escalate internally as needed.
- Participate regularly in face-to-face customer interactions.
DETAILED TASKS (not limited to):
- Sales order entry
- Logging issues in Excel
- Tracking, releasing, and closing Blanket Purchase Orders
- Arrange shipments through common as well as LTL and TL carriers through 3rd parties
- Perform and provide sales analysis by customer/item/time period
- Process documentation
- Administrate customer portals
REQUIRED TRAINING:
- High School Diploma, general education degree, or equivalent
- Comfortable working with computers
- Microsoft Office
- Amtech ERP
- Business telephone etiquette
REQUIREMENTS & PREREQUISITES:
- 5 or more years experience in customer service
- Excellent communication skills, both verbal and written (Spanish a plus)
- Strong problem solving (conflict resolution) skills
- Ability to be patient and professional under challenging circumstances.
- Ability to multi-task and work in a fast-paced environment
- Understanding of Order to Cash process
- Ability to supervise others as needed
EOE, including disability/vets
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