Job Description
Job Description
Pay- 55k- 65k
1. MAIN PURPOSE OF JOB
1.1. To provide support with sales orders and bid contracts, to ensure that all pertinent
information is included and accurate for proper processing.
1.2. To provide assistance with customer inquiries, to fulfill client needs in a timely
manner, and provide high levels of customer service.
2. KEY AREAS OF ACTIVITY AND RESPONSIBILITY
2.1. Responsible for the full cycle of sales order processing including entering the sales
order, sending acknowledgement, providing drops to the appropriate personnel, and
making changes as needed
2.2. Report customer complaints to the Quality Sales depts and communicate
complaint process to the customer
2.3. Identify and assess customer needs to ensure customer satisfaction including
response to customer inquiries
2.4. Work with customer Commercial Manager to ensure proper customer service is
being delivered
2.5. Update pricing in ERP system monthly and quarterly to reflect accurate information
2.6. Provide accurate, valid, and complete information when determining customer
solutions
2.7. Complete accurate records and reporting of customer interactions following all
guidelines, procedures, and policies
2.8. Reporting of all customer complaints via phone, email, mail, etc.
2.9. Answers phone calls and reads and responds to email inquiries, as necessary.
2.10. Performs other duties or responsibilities, as assigned.
3. CONTACTS
3.1. Internal
3.1.1. Company site personnel
3.1.2. Company business unit personnel
3.2. External
3.2.1. Peers
3.2.2. Customers
3.2.3. Vendors
SKILLS NEEDED
4.1. Five (5) years of experience in customer service discipline.
4.2. High school diploma or GED.
4.3. Knowledge of Microsoft Office (Excel, Word and Outlook) and proficient in typing.
4.4. Experience with ERP Systems .
4.5. Excellent customer handling, active listening, communication, and presentation skills a must.
4.6. Self-starter that is able to work in an independent manner.
4.7. Comfortable in a fast-paced environment with frequent deadlines; detail oriented, self-motivated and proactive.
4.8. Ability to work with employees at all levels of the organization.
4.9. Customer orientated and ability to adapt / respond to different types of customer interactions
5. MEASUREMENT
Primary measures of successful performance will be :
5.1. Provide high level of customer service.
5.2. Product knowledge gain and retention.
5.3. Job performance accuracy.
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