Customer fulfillment

Customer Fulfillment Representative

• The Customer Fulfilment Representative is responsible for acting as part of the branch sales team by providing complex customer support assisting with quotes, order processing, expediting, and other internal and external processes.
• May also assist with the front desk duties by providing phone coverage and assisting with visitors at the branch.

Summary of Key Responsibilities :

• Establish and maintain customer relationships with a wide variety of clients including many Fortune 500 companies
• Communicate with customers, suppliers, and internal stakeholders via phone, email, instant message, and web-based solutions throughout the entire order to remittance process
• Assist in continually improving customer service levels which exceeds customer requirements and expectations
• Act as an extension of the branch sales team and Global Sales Organization to support key program initiatives and ensures customer satisfaction standards are met
• Handle customer inquiries, process orders, and resolve customer issues promptly using root-cause analysis
• Secures market level pricing feedback from customers and provides timely price quotations and / or proposals
• Proactively manage customer open order data to maximize fill rates and customer satisfaction
• Assist with identifying and executing profitable growth projects to implement for key GSO accounts
• Other duties as assigned
• It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job.
• Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time.
• The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions.

Required / Preferred Education :

Required - High School or GED

Experience :

• 2 years of customer service, sales, or related experience
• Prior experience in the distribution industry a plus

Knowledge, Skills & Abilities

• Customer service oriented with solid verbal and written communication skills
• Proven problem solver with strong attention to detail
• Demonstrated self-starter with resilient personal initiative
• Desire to assume increasing levels of responsibility
• Highly organized with ability to prioritize and manage multiple tasks and deadlines
• Strong negotiation and interpersonal skills, including the ability to communicate on all levels within internal and external groups, and influence decisions
• Demonstrate high energy and passion for exceeding customer expectations; strong desire to go above and beyond the call of duty
• Goal oriented and self-motivated with ability to work both independently and within a team environment
• Proficient computer skills with demonstrated experience with Microsoft Office (Excel), Business Objects, automated order entry systems, and other internet-based tools
• Proven experience in data mining, analyzing, and reporting out on large data sets

Disclaimer :

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Last updated : 2024-11-18