Customer Satisfaction - Customer Communication Specialist

Job Summary:
The Customer Communication Specialist is the key point of contact in managing the customer relationship throughout the order management and fulfillment process primarily through proactive communication of order status and expectations and actively resolving customer technical and logistical issues. The Customer Communications Specialist responsible for accurate and efficient processing of incoming customer purchase orders for both new and service departments. The Customer Communication Specialist reviews incoming purchase orders and customer email communication in detail to determine distribution to the proper department(s) for processing and response. This role also performs administrative functions pertaining to the operation of the company and the safety of company personnel.
Primary Duties & Responsibilities:

• Interpret and understand purchase order directions, including clarification and communication to the customer and internal departments when necessary.
• Proactively communicate status and order expectations to customers
• Reactively resolve any customer technical and/or logistical issues
• Serve as key point of contact in managing the customer relationship throughout the order management and fulfillment process
• Navigate a shared email box, as well as customer portals, to find requests for quote and enter new RFQ’s in VuPoint.
• Navigate a shared email box, as well as customer portals, to find and download purchase orders.
• Navigate a shared email box to distribute and/or respond to Customer Communications. This communication should be timely, courteous and professional.
• Acknowledge receipt of purchase orders confirming price and delivery via email or within customer portals as necessary.
• Assist with changes/updates to sales orders and purchase orders when necessary.
• Responsive to customers through prompt follow-up to order need, inquiries and issues
• Understanding of customer requirements to ensure timely order fulfillment, accurate invoicing and prompt payment.
• Assist sales and service departments with questions.
• Assist customers with order acknowledgements, status and questions.
• Engage necessary resources to resolve order fulfillment issues when they arise
• Follow order fulfillment process for product availability and production determination
• Demonstrate superior customer service through written and verbal communication in a professional manner.
• High level interaction with all levels of department representatives, both internally and externally

Positional Requirements & Qualifications:

• Education & Experience
• High School diploma
• Bachelor’s degree (preferred)
• Experience in a customer-service or administrative role addressing business process and customer needs within order execution process. (preferred)
• Experience with Ariba web-portal or similar (preferred)
• Skills & Abilities:
• Customer-focused attitude (internal/external)
• Highly organized
• Ability to understand how your work affects other departments
• Effective time-management and sense of urgency
• Proficient attention to detail
• Resolves conflict in a positive manner
• Must be able to work independently and make decisions based on department procedures
• Must be able to travel and have a clear driving record in accordance to company driving guidelines
• Clear background check and drug/alcohol screening

Essential Physical Functions:

• Travel: less than 5%
• Lifting up to 20 pounds
• Bending, stooping, walking