Customer Service

Position Summary: Primary contact for customer accounts involving high number of calls, orders, and changes. Manage customer requirements by developing a working relationship with internal and external customers.

Position Responsibilities:

• Manage customer demand from initial placement through delivery
• Manage all aspects of the commercial interface with customers, from initial order placement through delivery; monitor schedule changes with a high degree of accuracy, timeliness, and efficiency.
• Partner with sales, logistics and operations teams to monitor customer requirements throughout the order fulfillment process, advising Customers and Sales of any significant delays and helping to provide alternatives to ensure customer expectations are fulfilled.
• Maintain customer profiles, pricing, and product needs
• Manage customer complaints and returned goods.
• Continuously strive to improve customer relations with prompt, efficient service while exercising judgement necessary to maximize customer satisfaction by evaluating policies and procedures to determine new, improved and streamlined approaches.
• Coordinate the expediting of rush shipments and monitor their progress to delivery.
• Resolve problems with price, packaging, credit, shipping, claims and delivery.

Knowledge and Skill Requirements:

• High school diploma; Associates degree preferred.
• 5 years' experience in customer service preferred.
• Strong excel skills.
• Strong interpersonal and communication / presentation skills.
• A demonstrated record of being a self-starter with a bias for action.