**Customer Service Associate 1**

Castle Rock, CO

REPORTS TO: Magnetic Solutions Coach DEPARTMENT: Magnetic Solutions **Position Summary**

Performs administrative tasks including answering customer phone calls, dealing with customer service inquiries, creating and processing sales orders, managing customer accounts, and make follow up calls on leads/prospective customers to support the Magnetic Solutions Sales Department. This position will also provide back up support to the receptionist position and perform data entry tasks as necessary. **SPECIFIC DUTIES:**

**This is a full-time, on-site position based at our corporate headquarters in Castle Rock, CO.*** Receives inbound calls and responds appropriately

* Delivers exemplary customer service and resolves issues in a timely manner

* Provides support to the sales team by handling incoming calls that do not require technical assistance

* Uses the CRM for daily customer contact activities (quotes, samples, literature, notes, analytics) and notifies the sales rep of actions

* Establishes and maintains a professional working relationship with both external and internal customers

* Keeps customers and appropriate departments informed regarding order status

* Provides telephone support for the Magnetic Solutions department

* Accurately enters and maintains customer orders/samples in APlus (Infor) computer system

* Prints packing slips for shipping orders and generates invoices

* Works with team and coach to achieve departmental goals

* Quotes customers electronically and communicates activity to the assigned sales rep

* Makes follow up calls on leads/prospective customers

* Is the point of contact for with customers & prospects when the Magnetic Solutions sales team members are unavailable

* Coordinates with customers to identify possible future opportunities

* Coordinates with internal departments to find solutions to specific customer issues and communicates resolution(s) to ensure complete customer satisfaction

* Identifies necessary documentation/literature to accompany orders

* Monitors/maintains various aspects of ordering, e.g. closing shipped orders, blanket orders, back orders, cash in advance orders

* Processes credit card sales and samples

* Maintains, monitors, receives and documents internal EDI orders

* Other duties as assigned

*Essential*

*Marginal*

****EQUIPMENT:****

* Personal computer and printer, copy and fax machines, telephone, calculator

**KNOWLEDGE / SKILLS:**

* Working knowledge of order entry, accounts receivable and sales analysis modules of APlus (Infor)

* Customer service skills

* Data processing skills

* Previous experience with tangible products in Magnetic Solutions products supply chain

* Product knowledge

* Knowledge of internal company procedures and policies pertaining to lead times, shipping methods, credit and paper flow

* Knowledge of normal business practices, procedures and pricing strategies (MSRP, Retailer pricing, CO-OP pricing, wholesale pricing, and international pricing, etc.)

* Commitment to continuous service improvement and performance improvement across all areas of the business

* Proficient with Microsoft Word, Excel, and Microsoft Outlook (e-mail)

**QUALIFICATIONS:**

* Capacity to embrace the company core purpose by providing responsive solutions for our stakeholders

* Ability to integrate company core values of integrity, responsiveness and teamwork in daily interactions

* Ability to assimilate information and make decisions based on research

* Ability to communicate effectively with internal and external customers

* Ability to effectively interact with all levels of company team

* Ability to establish and maintain effective work relationship with team members

* Ability to handle multiple tasks

* Ability to organize tasks

* Ability to prepare reports and other documents in a neat and legible manner

* Customer and team oriented

* Demonstrates effective oral and telephone communication skills

* Highly detail oriented

* Handles difficult situations with diplomacy

* Keyboarding average 50 wpm accurately

**EDUCATION:**

* 1-2 years post high school education in business or 2 years of related work experience or suitable combination of both