Overview
Under general supervision, interacts directly with customers over the telephone and by email regarding requests for products & services; enters sales orders into JDE. Investigates complaints & problems working closely with Production, Sales, Accounting, Credit, & Shipping Departments.
Responsibilities
- Responds to customer requests and questions regarding service, product, and account information.
- Keys in sales orders and raw material orders.
- Uses the computer to access and update customer records.
- Helps resolve customer complaints through analysis and follow-up.
- Alert appropriate persons (Production, Sales, Shipping and/or General Manager) of Customer feedback.
- Obtain documentation on orders that issue arises concerning late delivery, change in order, quantity etc.
- Help resolve any billing and receiving issues both internal & external customers.
- Communicate with the warehouse to help insure timely & accurate deliveries are made by attending daily production meeting and addressing any backorders.
- Corresponds with Sales Team regarding issues with received customer complaints, inquiries, orders and concerns.
- Assist with special customer requests such as loading sequence.
- Answer the phone and other office duties as requested.
- Manage order modification process for date changes, deletions, additions, etc… as it relates to expectations for the customer, production, shipping and document flow.
- Management of shipping documents including loading tallies, invoicing and driver’s paperwork.
- Maintain customer prices in JDE.
- Additional duties may be assigned by management based on Locations needs.
Qualifications
- Customer service experience in a manufacturing setting preferred.
- Strong attention to detail.
- Strong organizational skills.
- Data management experience.
- A strong candidate will have excellent skills in the areas of communication (both written and verbal), organization (physical and electronic), collaboration and interpersonal interactions.
- Excellent computer and typing skills.
- Advanced in Microsoft applications.
- Excellent math skills.
- Email etiquette.
