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Position : Associate, Customer Service

Report to Title : Supervisor, Customer Service

Location : U.S. Remote

Position Overview

The Associate, Customer Service is responsible for ensuring that all customer requests and requirements are met and responded to professionally and in a timely manner.

Position assures external and internal customers receive efficient and courteous service by administering, coordinating and controlling specific customer programs and processes within the framework of established company policies, ISO procedures and work instructions.

Areas of Focus

Ensure all customer service requests are met. Administer customer programs and processes within established company policies, ISO procedure and work instructions.

Responsibilities

• Responsible for receiving, retrieving and processing purchase orders and customer forecasts in the order entry system as designated (PLEX)
• Provides timely and accurate information to external and internal customers regarding order status, inventory, quotations, post-shipment status and other issues by conferring with the appropriate department, such as Materials & Warehouse personnel
• Respond to in-coming telephone calls and web requests immediately. Responds to order related questions, such as confirmations, pricing, order status, etc.

within 24 hours of order receipt, not to exceed 48 hours

• Resolves scheduling conflicts with appropriate department or freight forwarders to meet customer needs
• Communicates with internal cross-functional personnel at all levels of the organization to meet and exceed customer's expectations
• Keeps manager informed of issues and improvement opportunities
• Manages complex situations for domestic and export customer accounts (last minute changes, freight forwarder & credit coordination, etc.)
• Works closely with appropriate departments to resolve credits, returns, customer complaints, and invoice issues
• Maintains customer files, profiles, and all records of order activity
• Works with Sales Representatives and / or other departments to resolve customer order and related issues
• Displays a positive attitude to ensure customer satisfaction
• Reports data inaccuracies and customer problems to manager immediately
• Prepares memos, correspondence, reports and other documents
• Follows quality system procedures
• Good written and verbal communication skills are essential

Basic Qualifications

• Associates degree in Business Administration or related field preferred
• Minimum of 2 to 4 years of experience working in a Customer Service / Inside Sales role
• Experience working in a Customer Service / Inside Sales role with a multi-site distribution and / or manufacturing company required.

Distribution experience and an export or import background

• Excellent telephone skills : position communicates with many individuals, both internally and externally
• Must have the demeanor and temperance to work effectively in a customer service and fast-paced environment
• Must work well in a team environment
• Must possess effective problem-solving skills, exceptional organizational and multi-tasking abilities
• Excellent decision-making skills and ability to perform complicated tasks, attention to detail
• Excellent PC and working knowledge of order fulfillment / Enterprise Resource Planning systems (ERP) is preferred
• Knowledge of Sales Force is a plus
• Export / Import logistics and battery knowledge a plus
• Basic knowledge of Microsoft Applications, especially Outlook, Word and Excel

LI-Remote

if you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Last updated : 2024-07-09