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GENERAL STATEMENT OF JOB:
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Interact with business partners, customers, freight carriers, suppliers, and internal staff to ensure customers receive the best possible service. Promote an environment that supports service excellence and sales.
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ESSENTIAL DUTIES AND RESPONSIBILITIES:
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- Interact with customers to provide and process information in response to inquiries, concerns and requests of products, services, invoicing, and delivery of goods.
- Demonstrate strong knowledge of processes, procedures, and products for all business linesÂ
- In-depth knowledge of all systems required to effectively research and perform job functions (internal and external)
- Process incoming orders (received electronically, fax, or email) within the required timelines, including expedited order requests; monitor audits and inventory reports to ensure compliance; secure revised orders when needed
- Process invoices within the required timelines
- Research order and invoice discrepancies and deductions for all business lines
- Monitor and document backorders, providing the customer with the appropriate feedback
- Manage return merchandise authorizations and related credits for the customer and business
- Knowledgeable of all price and product changes
- Process freight claims and payments
- Provide Proof of Delivery and/or pick lists to customers as needed
- Execute documentation requirements (reports, logs, system notes) for all transactions - orders, invoices, credits, returns, and related follow ups
- Maintain excellent working relationships with customers; provide timely, courteous, well researched responses to inquiries and complaints concerning orders, invoices, shipments, and inventory levels; follow up with customers/suppliers as required and/or promised
- Maintain excellent working relationships with internal staff/departments by providing timely, courteous, and well researched responses or feedback
- Monitor customer feedback regarding product quality and ensure appropriate documentation is provided to internal contacts
- Manage customer product inquiries and requests ensuring appropriate and timely responses
- Strategic partnership with Sales to foster sales growth and enhance the customer relationship
- Communicate with internal and external contacts appropriately and timely; escalate issues internally when needed
- Maintain, use, and create data reports for all business lines (daily, weekly, monthly)
- Provide back-up support for Receptionist as needed (calls, deliveries, visitors, etc.)Â
- Adhere to Kerma’s policies and procedures and demonstrate commitment to Kerma’s mission
- Other duties as assigned
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MINIMUM QUALIFICATIONS:
Education and Experience:
- Â Associates of Arts, or Bachelors degree preferred; High School graduate with 6 years direct experience or a combination of education and experience acceptable.
Knowledge/ Skills/ Abilities:
- Must have excellent communication, articulation, grammar, writing and comprehension skills in English (oral and written)Â
- Excellent time management skills; able to work in a fast paced, results driven environment; able to prioritize work load
- Must be proficient in basic math skills such as adding, subtracting, multiplying and dividing whole numbers and fractions; proficient with 10 key calculator
- Must have excellent organizational skills with ability to prioritize work assignments
- Must be able to type 45 words per minute
- Must be proficient in Microsoft Application, particularly EXCEL software and other comparable business software programs; comfortable learning new computer systems as needed
- Must have EDI experience
- Knowledge of customer service principles and practices
- Knowledge of relevant computer applications
- Knowledge of administrative procedures
- Ability to work flexible and or extended hours as needed Â
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Physical Requirements:
- Must be able to sit for extended periods of time; frequent walking; occasional stooping and lifting up to 10 pounds.
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WORKING CONDITIONS:
- Professional office environment
Monday through Friday
8am to 5pm
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