Job Description
- Respond in a timely and professional manner to any/all customer inquiries, questions, and/or concerns received via phone, e-mail, fax, and company website.
- Accurately and timely process and manage all customer orders and requests received via phone, fax, e-mail or electronic data interchange (EDI), including new orders, change orders, and additions/deletions to pending orders.
- Effectively communicate to the customer information relative to product applications, schedules, material availability, shipments, etc. Communication may involve the delivery of bad news and/or potentially diffusing a difficult customer situation.
- Demonstrate knowledge of products, their use and how they relate to other products in order to provide general product-related technical assistance to distributors, retailers, contractors, architects, and homeowners.
- Act as a customer advocate liaison between the customer, field sales, operations, logistics, planning, marketing, and other internal organizations.
- Research and coordinate with internal departments to resolve customer claims/disputes.
- Initiate customer quotations and provide on-going pricing support, as required, by the business.
- Maintain accurate and update records for the established customer base.
- Communicate to appropriate internal resources any potential new and/or add-on sales opportunities, at-risk customers, competitive data, and/or other information that might be relevant to the overall health of the business.
- Attend Customer Care meetings and assist in identifying improved and innovative ways to better service the customer, including improvements to quality control.
- Associates degree (or equivalent) from a two-year college or technical support OR a high school equivalency with minimum two years industry-related work experience.
- 2+ years’ experience in a Customer Care / customer service role; preferably in a manufacturing environment
- Ability to own an account from start to finish including the ability to customer face as well as work with vendors and carriers
- Demonstrated O365 support experience
- Experience with Oracle ERP software highly preferred
- Experience with Salesforce CRM a huge plus
- Advanced user of Microsoft Office applications (Word, Excel, Visio, Project, PowerPoint)
- Knowledge of shipping/receiving processes and procedures desired
- Ability to direct and contribute to initiatives and processes within the organization
- Ability to manage interactions to provide service and to support the organization
- Ability to interpret information with which to make business decisions and recommendations