What are the responsibilities and job description for the Customer Service & Operations position at Bil-Jax Haulotte?
CUSTOMER SERVICE & OPERATIONS:
Responsible for managing assigned customer accounts with objectives to increase customer satisfaction, gross margin, and sales. Receives and processes customer orders, inquiries, and complaints. Maintains an ongoing relationship with selected customers and sales staff. Uses knowledge of products and services, availability, sales territories, and individual customers to provide a key communications link for the customer. Uses analysis, judgment, and sensitivity to customer needs and demonstrates product, service, and process knowledge.
Responsibilities:
- Provides advanced product and service information and responds to complex customer questions about those products and services. Maintains documentation to support decision making and ensure continuity of service.
- Handles the entire order process, from receiving purchase orders to confirming inventory, delivery dates, and coordinating special or custom orders with other departments.
- Review and issue product returns, credit memos and document requests.
- Make calls to customers to develop new and deepen existing relationships. Acts as a first point of contact for resolving customer queries and/or complaints.
- Responds to and resolves complex or advanced issues promptly and appropriately. You must have a strong customer focus, able to listen carefully and identify customer requirements and negotiate mutually beneficial solutions.
- Utilize customer relationship management tool to maintain customer information and business development activities.
- Provides exceptional service to customers to encourage continued use of our products and services. Maintaining strong communication with internal (Supply Chain, Marketing, Sales, Engineering, Manufacturing, Finance, and IT) and external partners.
- Learns company policies, procedures, and regulations to ensure work meets standards. Follows guidelines for setting prices and profit margins. Use Excel or ERP systems to manage orders and track shipments.
- Improves skills by taking part in assessments, development planning, and both formal and informal training. Stays up to date on technology, regulations, and industry best practices.
Job Requirements:
- Associate’s degree or higher preferred
- Minimum 2 years customer service or sales experience in an industrial, commercial or manufacturing environment preferred
- Experience working in a cross-functional environment where coordination with sales, shipping, engineering, and production is preferred
- Demonstrated proficiency in Microsoft Office Suite; Prior experience with an ERP/CRM system and maintaining data integrity
- Effective written and verbal communications, prioritization, and follow up.
- Analytical and problem-solving skills to help identify customer needs.
