CSR-Order Fulfillment Coordinator

Plant/Work Location: 200 Wallins Corners Road Amsterdam, NY 12010

$24.00 - $28.00

The Gund Company: Take Care of Each Other, Take Care of the Customer, and Take Care of the Business

Job Summary

Manage the Order Fulfillment Process to ensure the complete satisfaction of the customer’s requirements. This is the second of three levels of customer service work. Receive customer questions and follow established procedures to provide answers or refer calls to appropriate staff. Typical questions are focused on order status, product information, account status, quoting, and product or service. Representatives require limited supervision.

Summary of Essential Job Responsibilities:

• Implement and manage the Order Fulfillment Process with precision and efficiency in an extremely responsive manner for the customer.
• Navigate through ERP-CRM software and database systems to enter quotes and customer orders as well as maintain and update software with customer notations (SSC-Sales, Service, Calls).
• Proactively follow up on quotes to understand what it will take to earn customer business
• Accurately respond to customer inquiries and quote requests in an expeditious and complete manner. Follow up on all opportunities for growth in our customer relationship.
• Build relationships with TGC’s customer base to fully understand the customer’s requirements, communicate them to our production team, and determine our opportunities to earn additional business.
• Coordinate with the Production Department to obtain accurate job cost estimates. Follow up on job cost performance using gross margin reports and make necessary quotation adjustments for repeat business.
• Manage customer inventory requirement through use of Purchase Requisition Process
• Assist with RMA’s, NCM’s and DDB Red Cards regarding customer complaints.

Qualifications & Competencies:

• Ability to communicate effectively and professionally with customers to understand and respond to their needs in a responsive fashion.
• Ability to establish and improve company procedures for using our software system to efficiently manage the order fulfillment process.
• Proficiency with Windows based software including Microsoft Office Applications.
• Basic to intermediate math aptitudes and a detail oriented information processing capability.
• A college degree in business or equivalent experience with formal training, preferred.
• Experience with reading and interpreting technical drawings preferred

Required Experience & Education:

• Requires high school graduate reading, communication, math and problem solving skills with 2 years’ experience.
• Strong math skills and a detail oriented information processing capability.
• A college degree in business or equivalent experience with formal training, preferred.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers; talk and hear.

Work Environment

The work environment is typical of most office environments; occasionally, the position will be required to be on the manufacturing floor. The noise level in the work environment is usually quiet.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Why Join Us?

Our employees have a vested interest in our Company’s success. The Gund Company is 30% employee-owned through our ESOP (Employee Stock Ownership Plan). Shares are awarded each year based on a calculation that takes into consideration our Company’s financial profitability, employee tenure, and earnings. There is no out-of-pocket investment required!

In addition, our employees enjoy:

• A safe and healthy work environment
• Competitive wages
• Comprehensive, cost-effective employee benefits: Health, Dental, Vision, Life, and Disability
• 401(k) retirement savings program with a 50% employer match up to 6% of contributions
• Regular employee feedback through our IDP (Individual Development Plan)

According to the Gallup Q12 employee survey method, The Gund Company is ranked “world-class” regarding employee engagement. Please review our current career opportunities and consider applying today! We are always accepting applications for new talent to join our organization.

EEO Statement: It is the policy of The Gund Company to recruit, hire, train, and promote employees without discriminating based on race, gender, age, religion, national origin, veteran status, sexual preference, or disability.