Reports to: Customer Service Supervisor

Supervisory Responsibilities: None

Responsibility:

Perform as the Top Customers’ point-of-contact for all order-related communication from the time that a purchase order is received through customer receipt of finished product.

• Enter customer orders and confirm those orders with each individual customer.
• Establish and maintain positive working relationships with external customers and field sales representatives.
• Coordinates activities between internal functions, including Sales, Finance, Operations and Quality, to ensure customer interests are continually represented and balanced with company requirements.
• Collaborate with Top Customers to gain visibility to their order volumes, through pro-active engagement such as forecasting discussions on a regular basis.
• Identify and help implement measures to improve and continue improving customer satisfaction at the highest level for our Top Accounts.
• Develop and maintain a knowledge base of the evolving products and services.
• Collaborate with Shipping / Logistics Coordinator to ensure orders are shipped when and where requested.
• Provide customer order status internally and externally.

Job Requirement:

• Excellent work ethic, including good attendance, and attention to detail.
• Continually looking for ways to improve personal performance and company procedures.
• Strong communications with customer and team
• Maintains the ability to interact with the team, remaining flexible, proactive, resourceful, and efficient.
• Ability to focus and pay attention to details to handle high mix product portfolio and customer groups.
• Strong Epicor Skills
• Associate degree or Minimum of 7 years Customer Service

Measurement of Effectiveness

• Customer OTD and Scorecards
• Customer Satisfaction
• Response Time

Standard Company Benefits

• Medical
• Dental
• Vision
• Supplemental Life Insurance
• 401K Match (50% of the first 6% of an employee’s payroll contribution)

Company Paid Benefits (at no cost to the employee)

• $25,000 Employee Life Insurance
• Short Term Disability
• Long Term Disability
• Employee Assistance Program