This role is responsible for managing the daily administration of customer service activities involving sales administration and support; customer orders and inquiries, and the processing of customer payments and credits associated with sales ordering.
Job Responsibilities
Job supervises a team, has authority to hire and performance-manage a team.
Job leads/supervises/manages 1-5 employees.
May supervise and/or oversee customer service reps/clerks including, but not limited to, hiring, training, assigning work, managing performance, and making employment related recommendations.
Be familiar with all company policies and procedures; uphold/enforce them in order to maintain fairness and consistency of treatment.
Collaborates with Sales and Manufacturing to maintain customer accounts and establish a close business relationship with customers, by ensuring that customer orders, inquiries and complaints are properly entered, recorded and addressed.
Respond to customer inquiries involving complex and sensitive situations. Take ownership of customers' issues and follow problems through to resolution.
Utilizing the ERP system, maintains a log of all consumer contacts and issues.
Provide guidance in resolving unusual or high dollar order discrepancies; conduct additional research and analysis as required.
Review monthly, quarterly, and other routine and ad hoc reports to ensure that orders, payments and credits are being processed correctly; provide feedback and direction to employees when discrepancies are identified.
Utilize customer proprietary replenishment systems to monitor and manage customer order volumes and out of stocks.
Works closely with Logistics department to ensure orders are delivered by the expected date. Any issues are communicated to the customer.
This role has the responsibility to understand and place in practice appropriate safety procedures. This responsibility is achieved through education, training, use of protective equipment (as applicable) and by following safety policies, regulations, standards, and laws.
Perform other duties as assigned.
Experience & Skills
3-5 years of experience in related field is preferred.
Excellent proficiency in all Microsoft Office Suite Products.
Ability to communicate clearly, verbally and in writing, with key levels of management and external customers.
Ability to lead a high-performing, customer-focused team and foster a high level of morale.
Demonstrated initiative, detail oriented, and significant decision-making skills.
A creative and analytical problem solver with a passion for excellent customer service.
Enjoy a fast-paced, high-energy environment and variety in duties.
Ability to multitask under pressure.
Education
High School Diploma and/or equivalent work experience is required.
Work Environment
Work is generally performed within a business professional office environment, with standard office equipment available.
Work conditions are typical of an office & plant environment.
This role does not require any domestic travel.
Position may require the physical agility of lifting up to 15 pounds.
Position may require frequent and/or infrequent of bending, squatting, pushing, pulling, stretching/reaching, use hands or fingers, talk, hear, feel objects, tools, controls and standing/walking on concrete flooring.
Position may require the physical ability to stand/walk for Less than 4 hours.
