Job description
The CSR will form a relationship with their customers becoming a one point of contact for all orders, order inquiries, change orders, RMAs and shipping information. This roll engages their customers with company sales promotions, product offerings or service offerings. This role works closely with plant schedulers to ensure on time deliveries and notify Customers of any delays. The CSR will work closely with Sales Engineers while quoting or laying out custom orders for a wide range of products.
RESPONSIBILITIES/ DUTIES:
- Follow company safety and housekeeping requirements.
- Form a positive and helpful relationship with our Customers.
- Assist Customers with questions regarding products or orders.
- Verify orders per company guidelines, obtain production dates, acknowledge orders providing ship dates.
- Enter sales orders.
- Create and send drop ship purchase orders when applicable.
- Promote product offerings, product promotions, service offering.
- Quote freight when needed.
- Monitor production schedule against open orders to ensure we meet promised ship dates.
- Attempt to escalate orders when requested.
- Problem solve any issue with an Order, Quote or RMAs.
- Monitor weekly reports and track a designated list of performance metrics.
- Meet Company performance metrics while following Company policies and procedures.
- Keep Management team apprised of performance metrics and any issues.
- Participate in team meetings to improve our Customer's experience.
- All other duties as assigned.
EDUCATION/EXPERIENCE:
- Associate Degree in related field; or· four years related experience including ERP software, order entry and management, customer service or combination of education and experience.
Specific Knowledge
- Excellent written and oral communication skills.
- Ability to effectively present information to other employees of the organization.
- Excellent organizational skills with the ability to multitask.
- Ability to develop and maintain Customer relationships.
- Ability to learn and use business software such as Sage 100.
- Excellent knowledge of Microsoft Excel and Word.
- Self-motivated, organized with a positive attitude.