Order Desk Specialist

Position Summary

SuperForm Products Ltd. is in search of a dedicated and customer-oriented Customer Service/Order Desk Specialist. This role is essential as the first point of contact for our clients, embodying the face and voice of our company. You will be instrumental in building and maintaining trust with our current dealers, handling a wide range of duties from order management to direct customer engagement. Reporting directly to the General Manager (GM) and secondarily to the Cincinnati Project Manager (Cin PM), your efforts will ensure our customer service operations run smoothly and efficiently.

Key Responsibilities

• Customer Interaction: Manage incoming calls, direct inquiries appropriately, handle voicemails, and ensure timely follow-ups.
• Order Management: Accurately add and schedule orders, communicate with production regarding scheduling and modifications, and attend necessary service meetings.
• Change Orders: Manage and own the process for change orders, including updating the Trello board and communicating changes to customers.
• Load Building and Shipping: Prepare load building for all orders and manage shipping confirmations and related documentation.
• Logistics and Paperwork: Direct truckers, manage shipping documents, and ensure they are passed on for billing in a timely manner.
• Continuous Improvement: Identify and suggest process improvements and communicate with dealers regarding back-ordered items.
• Administrative Duties: Oversee office cleanliness, order supplies, manage inventory, and handle filings for the Cincinnati location.
• Team Support: Act as a supportive team member, maintain high team morale, and cover for team members when necessary.

About Us:
SuperForm Products Ltd. is a leading manufacturer in the expanded polystyrene (EPS) industry, dedicated to producing high-quality EPS products for a variety of applications. We pride ourselves on our commitment to innovation, sustainability, and excellence in every aspect of our operations. As we continue to grow, we are seeking a talented and experienced Operations Technician Lead to oversee the mechanical operations of our EPS plant.

Job Requirements

• Experience: Proven experience in customer service or a related field.
• Education: High school diploma required; higher education or relevant certifications preferred.
• Technology Proficiency: Familiarity with Trello, HubSpot, NetSuite, and Grammarly. Comfortable learning new software as required.
• Communication Skills: Excellent verbal and written communication skills.
• Organizational Skills: Strong ability to organize, multitask, prioritize, and work under pressure.

Competencies

• Customer Focus: Ability to maintain a positive and professional demeanor with customers and dealers, ensuring their needs are met with attention and care.
• Teamwork: Strong team player who can collaborate effectively with team members and contribute to a positive working environment.
• Adaptability: Flexible and able to handle various tasks simultaneously in a fast-paced environment.
• Problem-Solving: Skilled at identifying issues and generating solutions to ensure efficient operation of the Order Desk.
• Attention to Detail: Ensures accuracy in order processing, scheduling, and customer communication.

Job Type: Full-time

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Commute:

• West Chester Township, OH (Required)

Work Location: In person