Knowledge & Experience:
Must have a high school diploma or GED equivalent and two (2) to three (3) years of customer service experience.
Skills & Abilities:
¨Possess strong communication skills (oral and written).
¨Possess good phone, listening and documentation skills. Must be able to multi-task.
¨Must have a tolerance for pressure and ability to problem solve while balancing the needs of both external and internal customers.
¨Must have computer skills that include Microsoft Office Word, Excel, Outlook and AS400 software. Experience with JD Edwards a plus.
Working Conditions:
This position is within an office environment that will have constant interruptions. Regular customer conference calls with Sales along with reporting and presentation of customer reports. Must be able to handle stress and maintain composure.
DUTIES & RESPONSIBILITIES
- Take orders via phone, fax, e-mail and/or mail. Process credit card payments when required.
- Analyze customer need(s) by collecting information and working with Sales as applicable.
- Prepare customer product sample requests.
- Coordinate new item number creation with Design Department for customer item(s) that are custom and have special width or finishing instructions.
- Validate pricing with stock price list/quantity pricing. Work through Sales as needed.
- Gain ship date commitment from Production Planning, and communicate promise date/acknowledgment to customer.
- Monitor and track progress of customer orders; release to Finished Goods Shipping when ready.
- Prepare Pro-Forma invoice(s) to customer if required. Coordinate applicable paperwork and export documents to Freight Forwarder. Track shipments as appropriate.
- File orders and invoices promptly to allow for future follow up and reference.
- Prepare CFR’s (Customer Feedback Report) for complaints. Submit completed forms to QA for processing. Issue RMAs (Return Material Authorizations) or credits/debits as needed.
- Participate in weekly conference calls to present status of open orders for all assigned customers.
- Participate in improvement teams and initiatives as needed.
- Provide back-up for other reps to cover vacations, etc.
- Performs all other duties as assigned by the Customer Experience Manager.
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Education:
- High school or equivalent (Required)
Experience:
- Customer Service: 2 years (Required)
- Microsoft Office: 1 year (Required)
- AS400: 1 year (Preferred)
- JD Edwards: 1 year (Preferred)
Work Location: In person