POSITION SUMMARY: Responds to customer questions. Understand the production schedule and communicate order status to customers. Enter Sales Orders into our ERP system. Send Order Acknowledgements back to customers. Assists in creating long-term relationships with customers and suppliers. Support Sales with CRM updates and sharing general price information.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Helps establish and develop long term, co-creative relationships with customers including customer visits.
- Attends to customers’ questions and requests. Responds or turns over to appropriate team member. Provides periodic updates.
- Responsible for multiple customer accounts.
- Develops understanding of manufacturing and support processes, including floor activities. Builds hands-on knowledgebase for excellent customer service.
- Manages customer purchase orders, entering them into the SQL Database/ERP System and producing related customer acknowledgments and manufacturing work orders.
- Helps coordinate expedited orders.
- Answers telephones and greets visitors, as necessary.
- Drafts written communication when appropriate.
- Assists in retrieving and sorting incoming email and orders. Prepares outgoing email, order acknowledgements, and shipments.
- Utilizes problem solving techniques, teambuilding strategies, process controls, and continuous improvement tools to meet or exceed company productivity and quality key performance indicators.
- Assists with basic office functions, as requested: copying, organizing, etc.
- Other duties as assigned.
QUALIFICATIONS:
Ability to solve practical problems and deal with a variety of variables in sometimes ambiguous situations.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
- Outstanding communication skills, written, verbal, and interpersonal to communicate sensitive information to management and customers.
- Outgoing personality.
- Customer service mentality.
- Computer skills a must, including Microsoft Excel and Outlook; ERP software experience helpful.
- Must be a team player.
- High level of personal integrity.
- Able to understand customers’ needs.
- Self-motivated.
- Self-sufficient and confident.
- Must be professional in all interactions.
EDUCATION AND EXPERIENCE:
- High School diploma required.
- Associates Degree preferred.
- Entry level. Customer service or telephone experience helpful, but not required.
