What are the responsibilities and job description for the Customer Service / Order Processing position at APS Resource?
Our Order Processing Specialists perform a wide variety of duties to coordinate, enter, manage, and follow up customer and distributor sales orders through production and shipping. Responsible for providing product and sales information, order status, availability, pricing, and delivery to customers and distributors.
Description of Job:
Customer Sales Processing
- Communicate with customers by phone, in person, or via email to receive orders for manufactured and/or aftermarket products.
- Review order transmittals and other paperwork when received. Interpret incoming order documentation to ensure configuration, price, and product requirements are accurate and specifications are complete before order entry.
- Enter and process confirmed orders in JDE EPR system and acknowledge back to the customer.
- Inform the manufacturing/shipping department with any changes.
Distributor Sales Processing
- Review incoming orders to ensure the order is complete with information. Resolve any problems with the orders.
- Accurately enter (non-e-commerce) sales orders into the business system.
- Answer distributor’s inquiries regarding pricing, availability, and order status.
- Be the distributor contact for inquiries that correspond with order entry.
- With the Purchasing team, provide planned ship dates to distributors for non-stock items.
- Coordinate dispute resolution from the Distributor Network.
Sales Support
- Answer any sales order questions that arise within sales, customer service, or other departments.
- Assists with inquiries regarding billing.
- Work with Sales, Operations, Engineering, and other departments about date management, special requests, freight, and other customer needs.
- Assist with continuous improvement projects to improve the department.
Other Sales Processing Support Functions
- Investigate and process freight claims.
- Provide general product and sales information to distributors.
- Train distributors on the use of the 4Front Resource iCustomer (e-Commerce) program.
- Perform shipping tracers and provide tracking information to our distributors.
- Coordinate all Returned Product Authorizations (RPAs).
- Coordinate the processing of warranty claims received from distributors.
- Collaborate with 4Front technical support personnel to provide problem solving, application solutions, and troubleshooting to distributors.
Education and Experience:
- Requires a high school diploma. General education or college courses equivalent to an Associate’s degree in Business Administration is desirable.
- 2-4 years of experience in customer service working directly with customers, salespeople, or distributors.