What are the responsibilities and job description for the Customer Service Specialist - MH position at Ravago?
Objective / Purpose
The Client Experience Professional role is responsible for the support of field sales reps and the internal account management of their territories, including order placement and internal processes, by working closely with other departments to ensure timely and accurate information regarding receipt of product and shipment of orders
Key Results Areas.
Performance must reflect the appropriate level of expertise and achievement of the desired results for the items listed below
The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore must be adaptable to.
The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.
The Client Experience Professional role is responsible for the support of field sales reps and the internal account management of their territories, including order placement and internal processes, by working closely with other departments to ensure timely and accurate information regarding receipt of product and shipment of orders
Key Results Areas.
- Transaction Accuracy
- Order Aging
- Customer/Account Relationship Management
- Business Process Effectiveness
- Personal Development
Performance must reflect the appropriate level of expertise and achievement of the desired results for the items listed below
- Enters orders according to requirements provided
- Manages part allocation utilizing pre-determined guidelines
- Validates spec requirements are appropriately adhered to
- Advises internal and external customers of lead times
- Manages dates to ensure orders are not past due
- Utilizes FIFO for all part allocation
- Responds timely and effectively to customer inquiries and processes daily internal & external requests
- Demonstrates professional demeanor in all communication with attention to style, tone, and manner
- Supports assigned remote Sales Representatives in the account management of their territory
- Ensures timely and accurate responses to their customers regarding receipt of product and shipment of orders with an emphasis on continuous improvement and commitment to quality service
- Travels with assigned Account Managers to help solidify customer relationships
- Utilizes Case Management protocol for entry and follow up of issues regarding RMA’s, ISO complaints, and Claims
- Researches pricing issues / product detail for orders and shipment information
- Performs order placement and internal processes including: ERP, tracing rail shipments, providing follow up support, and sending Data Sheets, MSDS, and Regulatory information
- Performs continuous order entry, verification, maintenance, and follow-up utilizing ERP
- Works closely with Supply Chain Specialists to facilitate timely purchase and delivery of required customer materials
- Confirms / Acknowledges all sales orders, collaborate with Credit Analyst to avoid delayed shipment, support Sales in resolving credit issues
- Initiates packaging requests to support special account requirements
- Works closely with the Logistics department to see that orders are shipped in a timely manner accordingly while maintaining “Customer Master” information contributing to consistent accuracy of customer and sales order details.
- Participates in team meetings with a focus on relationship building, information sharing, best practices, and learning & development training
- Influence: Communicate with Impact; think critically/ strategically; make sound decisions
- Partner: Establish trusting relationships; collaborate with others; be inclusive
- Deliver: Take Ownership; Achieve results; Provide an outstanding customer experience
- Innovate: Pursue Continuous Improvement; champion change; Create new solutions
- Develop: Grow capabilities; Demonstrate Agility; Advance Culture
- Education:
- Associate Degree
- 5 Years of Related Experience
- Computer Skills- Excel and Word required
- Bilingual in Spanish (International Only)
- Basic knowledge of International Documents and Shipments (International Only)
The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore must be adaptable to.
- Must be comfortable working in a shared space, with constant noise, with/or without the use of a private office.
- Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.
The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.
- While performing the duties of this job, the incumbent is regularly required to communicate verbally, read and comprehend information, type on a consistent and daily basis.
- While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.
