Primary responsibilities:

• Order inbox assignments & management, order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints, and some complex products (i.e., reserve order material, products with characteristic selections).
• Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments.
• Ensure proper documentation is attached to orders within all systems.
• Process activities in compliance with established Customer Service Procedures, SOP, and SDS requirements. certification requires compliance with these procedures.
• Document all customer contact interactions in order text tabs or when necessary in SAP/ SFDC, tell the ‘story’ to enable correct and consistent response to customers.
• Determine the validity of each price by reviewing the customer’s Purchase Order and all pertinent items. Review additional items to determine all factors related to each quotation, including contacting the pricing and Contracts Team when needed.
• Instill confidence with a positive, friendly, helpful demeanor to each customer, including both external & internal customers.
• Demonstrate a positive working relationship with team members & department peers.
• Present potentially negative information, such as extended backorders, customer notifications, and credit holds in the most positive manner possible. Determine when additional action by another party is necessary.
• Defuse angry customers professionally with effective listening and communication skills.
• Interpret availability data for materials using SAP T-codes, written reports, verbal updates, and release notifications.
• Help customers with website registration, and order placement, including assistance troubleshooting, as necessary.
• Perform other duties as assigned.

Skills

• Prior experience in helping customers with website/account/new user registrations
• Prior experience in handling order entry and processing
• Prior experience with Excel spreadsheets to edit/maintain data.
• Microsoft Office; ability to type 40-45 wpm, possess good to excellent writing and PC skills with knowledge of Microsoft
• Demonstrate a commitment to Customer Service/Service Excellence
• Results driven with strong attention to detail
• Written and Oral communication skills,
• Professional telephone skills, diplomacy, empathy, negotiation, strong listening, approachable, patient, a problem-solver
• Is willing to take on new challenges
• Ability to and efficient to handle multi-tasks at one time
• Team-oriented, yet independent and self-directed/disciplined
• Adaptability (adapt to audience engagement)
• Ability to work effectively under pressure to meet deadlines.

Job Types: Full-time, Contract

Pay: $19.00 - $21.00 per hour

Work setting:

• In-person

Ability to Relocate:

• Walkersville, MD 21793: Relocate before starting work (Required)

Work Location: In person