Act as the primary liaison for the customer by efficiently and professionally responding to all communications related to customer orders, inquiries or concerns. Resolve any emerging problems with the ability to troubleshoot and investigate sudden changes. Stay informed and involved with all aspects of the customers' orders to ensure on time delivery and customer satisfaction.
Duties and Responsibilities
Maintain the integrity and best interest of the Company at all times.
Communicate with customers through various channels.
Process orders, requests, inquiries and complaints from the customer promptly.
Verify lead times on components with the purchasing department when new orders come in so that orders can be confirmed accurately.
Work with customers to correct errors/pricing discrepancy on purchase orders.
Request contract pricing set up on a customer account for production orders to be created.
Confirm orders once availability has been confirmed.
Send confirmation of Order Acknowledgement/Invoice and Bill of Lading directly to the customers designated point of contact.
Provide professional customer support by answering customer's inquiries.
Work closely and directly with the shipping supervisor to confirm customer parts are being staged for shipment.
Coordinate a shipping schedule based on the customer part requirements and operations standards, due dates and transit time.
Invoice picking tickets from the shipping department after each shipment.
Maintain a delivery precision report in excel by entering ship quantities for each order invoiced.
Participate in internal and external scheduled meetings to provide action plans, order status, and shipping schedule.
Run EDI for all incoming purchase orders and outgoing invoices to ensure orders are processed and invoices will be paid.
Investigate debits issued by the customer for potential non-compliant actions and dispute for a reversal when unjustified.
Issue credit to the customer for RMA's, administrative fees, or debits.
Maintain once a week an open order report and confirm with colleagues on time shipments.
Receive into Syspro incoming packing slip receipts for purchased parts to ensure inventory accuracy.
Work with purchasing on any receiving issues for a prompt resolution.
Scan received packing slips into Docuware for proper record keeping and for Easy Access to view for payment to be issued.
Communicate and coordinate with colleagues and production as necessary for the handling of spontaneous changes.
Scan to Docuware all records of customer interactions for each specific order placed by the customer daily.
Work with customer to coordinate new part set up.
Create customer matrix spreadsheets in Excel to maintain fresh visibility of requirements that can easily be shared with an internal group or the customer.
Complete Automatic Ship Notifications using our 3 rd party Athena Liaison when shipping is unable to.
Answer incoming switchboard calls.
Process payments for prepaid customers using authorize net.
Complete internal quality audits annually to help identify non-compliance objectives so that improvement can be facilitated by the Quality Manager.
Follow all company policies.
Other duties as assigned.
Qualifications
High School Diploma required, Bachelor's Degree preferred
3 years of customer service experience
Excellent communication (written & verbal), interpersonal, organizational and customer service skills required
Computer literacy, Microsoft Office products required
Excellent written and verbal communication
Able to analyze data, resolve problems, be flexible and process oriented
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk, hear, sit; and use hands to type and write. The employee frequently is required to stand and walk. Occasionally the employee is required to climb or balance, stoop, kneel, or crouch, and reach with hands and arms (e.g., climbing stairs, filing paperwork at, above, and below shoulder height). The employee must occasionally lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus to watch video monitor. Work conditions consistent with a general office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
