Job Description
Key Responsibilities
- Act as a customer advocate within the organization, ensuring high satisfaction levels.
- Respond to phone, email, and fax inquiries within a set timeframe.
- Process and manage sales orders accurately, adhering to established procedures.
- Follow customer service best practices to enhance efficiency and satisfaction.
- Monitor and ensure timely order entry, shipment processing, and invoicing.
- Build and maintain strong relationships with customers, sales representatives, and internal teams.
- Analyze customer inventory reports to manage stock levels and optimize order fulfillment.
- Oversee custom stock programs, blanket purchase orders, and consignment inventory to prevent stock shortages or excess.
- Collaborate with sales teams to enhance freight consolidation efforts and cost-saving strategies.
- Handle return requests and process necessary adjustments efficiently.
- Manage shipping documentation, including bills of lading, to meet processing deadlines.
- Provide support to fellow team members in their absence, covering various administrative and customer service duties.
- Participate in continuous improvement initiatives, training programs, and performance evaluations to enhance service quality.
- Contribute to process improvement discussions, training sessions, and team development activities.
- Document and escalate customer concerns regarding products or services to management.
- Develop a thorough understanding of company products and account-specific details.
- Engage in operational efficiency meetings and contribute to process optimization discussions.
- Travel as needed for on-site customer engagement and account management support.
Qualifications & Skills
- Minimum of two years of customer service experience, preferably in a related industry.
- Strong ethical standards and professionalism in daily interactions.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Publisher).
- Excellent organizational and multitasking skills with the ability to manage multiple projects.
- Ability to work independently, take initiative, and execute tasks effectively.
- Strong written and verbal communication skills for diverse audiences.
- Ability to interpret and follow written and verbal instructions, including process guidelines.
- Competency in basic mathematical functions, including arithmetic and unit conversions.