What are the responsibilities and job description for the Customer Support Representative position at Tension Corporation?
SUMMARY
The Customer Support Representative works closely with the Tension Sales team to ensure that customer order information is received and processed from ordering through shipping, delivery and billing. In this role, the Associate works collaboratively with and at the direction of the Tension sales team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Work directly with Tension Sales to understand customer's key drivers, needs and strategy while serving as a liaison between the customer, sales and production
- Support all aspects of new and repeat envelope order entry.
- Gather order data in conjunction with sales team
- Enter new and repeat orders into ERP system
- Review and communicate product specifications and requirements with key parties
- Monitor production schedule to ensure timely delivery, notify appropriate parties of updates
- Track order through delivery and billing
- Monitor customer order cycle and customer finished goods inventory. Make reorder recommendations to the sales team for customer approval
- Work with outside vendors to complete specific orders. Communicate with vendor on pricing and schedule and share information with the sales team and other key parties.
- Work alongside sales to respond to customer quality and service concerns. Request samples and gather information for sales and production management to support problem resolution.
- Light travel to meet with customers as required
- Other duties may be assigned
KNOWLEDGE/SKILLS/ABILITIES
- Proficiency in Microsoft Office
- Excellent communication and organization skills
- Strong attention to detail with a high level of accuracy required
- Must be able to work independently as well as within a team
EDUCATION and/or EXPERIENCE
- High School diploma/GED required; bachelor's degree preferred
- One or more years' experience in a customer service or sales support role
- Experience with ERP (Enterprise Resource Planning) systems is a plus
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Prolonged periods of sitting at a desk and working on a computer
- While performing duties of this job, the individual would occasionally be required to sit, reach with hands and arms, talk, and hear, and use fingers and hands to feel objects, tools, or controls.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
