The Opportunity:
Courteously receive all calls coming into the Customer Service phone lines. Accurately enter complete and clear orders from both customers and the sales force, soliciting add-on sales. Monitor progress of orders. Assist customers with all inquiries. Communicate with appropriate individuals as needed, to ensure customer satisfaction.
Essential Job Functions:
- Answers all phone calls quickly and efficiently and exceeds target goals for customer phone contacts.
- Supports sales force with information sharing and customer support.
- Calls customers and/or Reps to get answers to questions on orders.
- Directly enters order, solicits add-on sales, verifies order and views electronic files with every customer contact where available.
- Verifies and/or updates all customer records with every customer contact and/or order entered.
- Enters and/or receives a form of payment with every order initiated.
- Processes/enters all assigned orders received through various means.
- Exceeds target productivity goals for orders entered and ensures accurate/complete information is provided to prevent potential delays in later processes.
- Utilizes credit card program to authorize payment on appropriate orders.
- Meets or exceeds target monthly and yearly metric guidelines for production and accuracy.
- Prints and assembles orders immediately after entry within given guidelines.
- Serves as the primary contact between sales, the customer and internal production operations.
- Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or order information.
- Communicates customer complaints or inquires to appropriate person to achieve resolution in a timely manner including writing credits when needed.
- Prepares quotation request for estimators and communicates customer-presentable quotes to customers, both internal and external, as required.
- Responsible for continually developing product knowledge, including specials and pricing.
- Provides prompt communication to the customer and sales rep regarding challenges in meeting requested ship dates.
- Effectively communicates customer expectations to Planning and Scheduling.
- Utilizes available tracking reports and forwards weekly to sales reps.
- Facilitates proofing of product layout to customers to ensure highest level of customer satisfaction on designated accounts.
- Assists customers at the request of or in the absence of sales.
- Follows all required guidelines and procedural expectations throughout the supply chain as established.
- Distributes orders in a timely manner within established guidelines.
- Backs up other areas of Customer Service as needed.
- Continually monitors the competition in present industry.
- Performs other job duties as assigned.
What You Need:
- High school diploma or G.E.D.
- Minimum one year related experience with a high level of customer interaction.
- Proficient in various software applications and certifications, such as Microsoft Office (Word and Excel).
- Must demonstrate working knowledge of product specifications.
- Must have excellent interpersonal communication skills with internal and external customers
- Must have excellent organizational and multitasking skills.
- Must be accurate and complete in verbal communications and in writing.
- Must be able to function in a fast paced environment.
- Must be able to maintain good attendance.
- Must be willing to work overtime as needed.
- Must be able to perform the essential functions of the job, with or without reasonable accommodation.
