RESPONSIBILITIES:

Job Responsibilities

• Respond to all customer communication in a timely, friendly, and thorough manner.
• Drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their customer needs.
• Communicate effectively and resolve customer issues regarding orders, processing, transportation, outstanding invoices, etc.
• Collaborate and maintain effective communication with sales, marketing, manufacturing, fulfillment, and warehouse to ensure accurate and timely responses to customer inquiries regarding product availability, pricing, and delivery requirements.
• Maintain and communicate internally and externally with customers ensuring focus on customer
• Take initiative and be detailed and proactive to ensure that customers' concerns are addressed thoroughly and accurately and to prevent line down situations.
• Contribute and collaborate with team to ensure that KPIs and customer satisfaction requirements are met.
• Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's.
• Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
• Support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
• Weekly meetings with Key Account Managers to discuss customer concerns.
• Weekly meetings with customers to review open order report.
• Develop good working relationships with customers.
• Have ad hoc meetings with customers and Key Account Managers as needed to ensure deadlines are met.
• Provide open order reports as requested.
• Work in close collaboration with Key Account Managers to ensure exceptional customer service.
• Handle high level of phone inquiries, responding to customers issues effectively.
• Manage accounts for store front distribution centers.
• Provide real-time service.
• May manage billing for orders sent by service manufacturing reps (outside sales team) consignment warehouses.
• Additional duties as required.

Background and Skills

• High School diploma
• Minimum 1 year (s) work experience or bachelor's degree in related field
• Excellent interpersonal, written, and oral communication skills
• Must possess a professional, friendly attitude
• Ability to collaborate in team environment and effectively work with internal and external customers
• Basic Microsoft Office experience
• Strong work ethic and self-starter, able to effectively manage and own multiple priorities and adapt to change within a fast-paced business environment

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity