Summary: Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, customer supply chain & forecasting support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.
Essential Duties and Responsibilities Includes the following:
- Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
- Identify and assess customers' needs to achieve satisfaction
- Strong verbal, written communication and presentation skills
- Operate as the lead point of contact for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Pricing administration activities to include but not limited to price book data entry, price monitoring, pricing updates, tiered level pricing by segment, reporting
- Work with Procurement and Engineering as needed on requotes
- Manage Customer Supply Chain Management, stocking requirements & forecasting reviews
- Assist Engineering to maintain current drawing specifications on file, item description management
- Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
- Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
- Actively reach out to customer base, setting goals for targeted contact schedules and outbound calling campaigns
- Manage specific account sales activities and customer concerns, engage as needed where Regional Sales Representative is not assigned
- Lead contact on designated C & D accounts
- Other tasks and special projects as required
Qualification Requirements:
Education and/or Experience: - College education (Associates Degree, Bachelors preferred) recommended but not required
- 2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
- Supply Chain Management, forecasting, stocking program experience preferred
- Strong written and verbal communication skills
- Track record of over-achieving quota and excellent teamwork skills
