Customer Service

JOB SUMMARY: Input customer orders and related data into computer system. Receive, investigate, respond, and resolve customer inquiries regarding shipments, products, and complaints.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Provide the first point of customer contact for inquires such as pricing, product information, shipments, distributor search information, and orders.

• Receive customer purchase orders by fax or email, verify information in a timely manner to determine order accuracy including price, delivery, product availability and shipping specifications are met.

• Communicate with customer by phone, fax, or email concerning orders, shipments, and products to obtain information necessary to process order.

• Verifies with production, sales, shipping, and warehouse, as necessary, to ensure ability to fulfill order requirements.

• Obtain complete information and set up new customer profiles in Syspro.

• Review Proprietary Programs Agreements as needed.

• Add Promotional Programs in system and verify against incoming orders.

• Acquire and maintain accurate customer information in Customer Master.

• Confer with production, sales, shipping, and warehouse on shipments that need to be expedited, or to track missing or delayed shipments.

• Advise customer of any price or shipment delay date, etc.

• Coordinate with Assistant Controller on credit issues for customers.

• Process Back Orders and Revisions, as required.

• Maintain order documentation until completion of order. Pull documentation upon notification of shipment for invoicing.

• Maintain knowledge of products.

• Assists in Product Returns and Replacements as needed.

• Receive and examine records to resolve customer complaints in courteous, time sensitive manner.

• Provide timely feedback to customer regarding service failures or customer concerns.

• Assist customers with competitor’s product comparisons as requested.

• Coordinate matching half truck loads with responsible Sales Staff/ Warehouse and Transportation Department.

• Interface with sales representatives, customers, and vendors to provide requested information.

• Review catalog requests and process correspondence, as required.

• Provide Backup to other associates when needed such as in sick times and vacations.

• Provides switchboard backup.

• Create, update, and maintain Order Entry processes and procedures.

• Provide back up to Invoicing, EDI orders, Credits, Debits, and RMA’s.

• Create SCT or orders for scrap and off-spec items sold to outside vendors.

• Obtain POD’s for Accounting Department on short paid invoices.

• Work on various projects, clean ups, changes, etc., as needed.

ADDITIONAL/BACKUP RESPONSIBILITIES:

• Adhere to Company policy and procedure.
• Performs other duties, as assigned.

• Ensure delivery of excellent Customer Service.

• Build and maintain customer loyalty by providing prompt friendly service.
• Support the sales team in a variety of administrative tasks as required.
• Provide and assist with technical information about products.
• Back up Joanna on orders line
• Scanning and uploading documents in Syspro for Audrey/Susan/Melissa.
• Back up for Bunzl processer
• EDUCATION, EXPERIENCE & SKILLS:

JOB REQUIREMENTS:

• Ability to perform work sitting; manual dexterity to enter data into computer system.
• Detail oriented, accurately analyze data, good time management and organizational skills and the ability to multi-task.
• Professional verbal and written communications skills.
• Self-motivated, good work ethic.
• Good interpersonal skills and ability to maintain self-control in difficult situations.
• Flexibility and the desire to take on additional responsibilities.
• Ability and desire to learn product and technical information provided in training.

EDUCATION/EXPERIENCE:

• Customer service experience preferred.
• Minimum 2-4 years’ experience in administrative office functions.
• Good computer skills, preferably Microsoft Word and Excel experience.
• Ability to operate simple office equipment sufficiently to perform the job.
• Ability to write and speak English at a level that is sufficient to perform job requirements.

Job Type: Full-time

Pay: $19.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Administrative: 2 years (Preferred)

Ability to Relocate:

• Hickory, NC: Relocate before starting work (Required)

Work Location: In person