Key Responsibilities:
- Deal directly with customers by telephone and electronic media to perform customer service related tasks; inquiries via telephone hunt group and customer service mailbox.
- Validate and enter customer orders in the SERP/EP system. Prepare required support documents such as Commercial Invoices, shipping labels and other related documents.
- Accurately maintain and file all documents in accordance with company policies.
- Ensure PO fulfillment from PO receipt through delivery to customer. This includes order entry, credit release and successful order transmission to the warehouse. Promptly correspond with customers regarding product availability, backorder ETA’s etc
- Promptly respond to, and work through to closure claims of short, discrepant and damaged deliveries with the related internal and external parties. Keep customer informed of claim status.
- Receive and respond promptly to customer inquiries, complaints etc. Promptly escalate issues that require supervisor/management attention while maintaining overall responsibility for the claim through closure.
Requirements:
- Ability to multi-task effectively, work in a fast paced environment under pressure and make sound decisions with minimum supervision.
- Adaptable to new situations with the ability to perform repetitive tasks requiring good judgment and decision-making skills.
- Solid knowledge of Microsoft Word, Excel and Outlook, (SAP experience preferable)
- Excellent organizational, written and oral communication skills.
- Demonstrated analytical and problem solving skills.
- Ability to work independently and as part of a team.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
