- Manage accounts in terms of order processing, order follow-up, pricing integrity, on-time deliveries, and complete order fulfillment.
- Provides telephone customer service regarding the company's services and/or products.
- Identifies customer's needs and determines appropriate action
- Promotes and sells the company's products or services.
- Investigate and resolve complaints.
- Uses a computer system to track questions and answers as well as enter and track the status of orders.
- Evaluate and resolve customer complaints professionally and tactfully.
- Negotiates customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.
- Authorizes credit memos/refunds within policy and according to established procedures.
- Manage accounts in terms of order processing, order follow-up, pricing integrity, on-time deliveries, and complete order fulfillment.
- Implement account service strategies.
- Principal liaison with marketing and sales for assigned customers.
- Implementation of marketing programs for assigned accounts.
- Support all aspects of service to the customer including, but not limited to: price quotes and quote follow-up, technical and product recommendations, and sample department coordination.
- Initiate and implement initiatives that improve customer service and responsiveness.
- Coordinate with Logistics and Operations on capacity planning and scheduling.
- Champion customer needs and follow up on customer inquiries.
- Provide responsive order management support including order entry, or expediting and shipment information to customers.
- Proactively communicate supply chain issues and provide alternatives.
- Attend technical training seminars.
- Back-up team members when workload makes this necessary.
- Partner with Inside Sales to assist in achieving sales goals
- Bachelor’s degree preferred.
- 1-3 years of Customer Service or related experience is a plus.
All your information will be kept confidential according to EEO guidelines.
