- Establish and grow relationships with customers by communicating, advocating and resolving issues.
- Responsible for order entry and/or maintenance for assigned accounts.
- Effectively handle inbound phone calls from current and potential customers
- Communicate and follow up on order confirmations, changes and cancellations to both customers and internal team members.
- Understand customer needs and requirements by providing exceptional customer service
- Determine efficient shipping methods for order fulfillment and track orders to ensure they are shipped and delivered in a timely manner.
- Review plant delivery schedules versus requested dates and resolve any conflicts. Track and communicate any changes and potential service issues to the customer.
- Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
- Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
- Communicate with Sales Representatives, Purchasing, and Management as needed.
- Process claims which includes any shortages, damages, quality issues and any miscellaneous items.
- Initiate the issuing of credits, return authorizations and pallet returns.
- Current account information entry as well as maintaining accurate information on current accounts.
- Performs other duties as assigned.
Requirements:
- Minimum 2-3 years customer service experience preferred required.
- Strong verbal and written communication skills.
- Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Associate or bachelor’s degree preferred but not required.
- Strong time management and multi-tasking skills.
- ERP experience required (ex. SAP, Sage).
- Ability to work with all areas of the business including plant and sales personnel.