Description

• Position Summary:
  Serve internal and external customers with a first call resolution philosophy by providing information and prioritizing their needs through cross collaboration with other depts such as sales, supply chain, AR, marketing, etc., while also processing customer orders, thereby building loyalty and trust across the organization.
  Primary Responsibilities:
  • Manage customer conversations across all support channels, email, phone, eCommerce and escalate/forward to appropriate teams as needed to ensure rapid support.
  • Process and manage internal/external customer orders and requests received via telephone, fax, mail and eCommerce, working closely with Logistics and Marketing regarding product allocations and keeping customers informed of lead times and/or delays.
  • Analyze customer pricing discrepancies with Pricing team, as required, to ensure accuracy and avoid credit memos.
  • Document customer Logistical Complaints through the Notification module in SAP. Determine root cause and appropriate solution; enter no charge replacement orders or issue credit/debit memos or returns as appropriate. Communicate errors to applicable departments for review and corrective action.
  • Assist with projects and programs in collaboration with other customer facing functions to drive continuous improvement.
  Education, Skills, & Experience:
  • High school diploma or GED required with 1-2 years with direct customer contact experience preferred
  • Good working knowledge of Microsoft Office Suite products and working knowledge of SAP preferred.
  • General business knowledge such as basic finance, marketing, sales, and accounting.