General Summary:

The Date Management Coordinator is responsible for the daily monitoring of various dates within Netsuite and ServiceMax. The primary objective is to provide customers and Exponential leadership with the most current information that may impact forecasting and revenue both positively and negatively. This role acts as a liaison between service, production, vendors, internal and external customers.

Primary Responsibilities:

Includes but not limited to:

• Interact with internal customers over the phone or electronically to remind and follow up on current and/or past due estimated shipping dates and scheduled service dates for timely invoicing

• Review daily reports to effectively manage and maintain sales order dates

• Monitor the Order Confirmations folder(vendor order acknowledgements) and update NetSuite accordingly

• Add, cancel or make changes to various date fields in NetSuite and/or ServiceMax

• Communicate any changes that impact forecasted sales to senior leadership

• Produce and process ad hoc date reports from NetSuite as requested

Additional Responsibilities:

• Respond to customer requests for information via phone or emailin a timely manner

• Investigate customer's problems and find solutions.

• Maintain accurate and updated data in the ERP system

• Complete basic customer quotes as needed

• Provide effective communication and problem resolution

• Process customer purchase orders for NetSuite including:

• • Verify all technical aspects of the customer order (varies per Business Unit)
• • Ensure that all orders sent to the Scheduling department are accurate and complete.

• Learn basics of each of the company’s business unit as to answer preliminary sales order questions

• Keep abreast of new company products and services

• Facilitate product returns and exchanges including processing of appropriate credits

• Communicate effectively with the customers to understand their needs and explain any technical application

Experience

• 2 years of experience interfacing with internal sales, technical & operational personnel as well as outside customers

• Work within an integrated ERP system including demonstrated experience with maintaining customer information in a CRM (Customer Relationship Management) software

• Experience with Batteries, Charger, UPS systems or Service a strong plus

• NetSuite and SalesForce system experience a strong plus

• Good e-mail skills including literacy and composition

• Self-motivated and team player

• Strong customer service attitude and a quality focused mentality

• Strong work ethic with the desire to learn something new every day

Skills and Abilities:

The ideal candidate will possess the following attributes and traits:

Individual Skills

• Ability to maintain a high level of customer service

• Excellent problem-solving, analytical, and organizational skills

• Ability to communicate professionally in both verbal and in written form

• Ability to multitask and make complete use of all available resources

• Comfortable in a fast-paced dynamic environment

• Demonstrates high integrity, honesty, leadership, trustworthiness

• Flexible and open to change. Able to change their approach (strategic vs. tactical) when necessary and constantly seeking a more effective and efficient way to do the job

• Must be goal oriented, and deadline conscious with solid time management and prioritization skills

• Handle criticism with grace and seeks out the best solution for the customer.

• Must demonstrate sound decision-making abilities

• Demonstrated ability to work as a team player

Technical Skills

• Review order processing activities to ensure that customer product and service requirements are fully captured into the order process

• Ensure all customer calls are treated with a sense of urgency and all contacts with customers are conducted with a high level of service and professionalism

• Work with Customer Service manager to identify process and control enhancements in order to improve quality and efficiency of service

ADA COMPLIANCE

1. Essential Duties of a Position: The essential duties of a position are defined by ADA as job duties that are so fundamental to the position that the individual cannot do the job without being able to perform them. A function is considered to be essential if the performance of this function is the reason the job exists, there are a limited number of other employees who could perform the function, or if the function is specialized and the incumbent is hired on the basis of his or her skill/ability to perform the function.

2. Employer’s Judgment: ADA gives consideration to the employer’s judgment as to what functions of a position are essential. A written job description is considered evidence of the essential duties of the position and should be developed before advertising or interviewing applicants for the position.

3. Reasonable Accommodation: ADA requires employers to provide reasonable accommodation to qualified individuals with disabilities who are employees or applicants for employment unless this would cause an undue hardship. The employee still has his or her responsibility to be able to perform the essential duties of the position. “Undue Hardship” means significant difficulty or expertise would be incurred and focuses on the resources and overall circumstances of the employer in terms of the cost or difficulty in providing a specific accommodation.

EDUCATION

Associates Degree in Business or related field preferred, experience in lieu of education (see below) is acceptable

EXPERIENCE

• 2 years of experience interfacing with internal sales, technical & operational personnel as well as outside customers

• Work within an integrated ERP system including demonstratedexperience with maintaining customer information in a CRM (Customer Relationship Management) software

• Experience with Batteries, Charger, UPS systemsor Service a strong plus

• NetSuite and Sales Forcesystem experience a strong plus

• Good e-mail skills including literacy and composition

• Self-motivated and team player

• Strong customer service attitude and a quality focused mentality

• Strong work ethic with the desire to learn something new every day

Skills and Abilities:

The ideal candidate will possess the following attributes and traits:

Individual Skills

• Ability to maintain a high level of customer service

• Excellent problem-solving, analytical, and organizational skills

• Ability to communicate professionally in both verbal and in written form

• Ability to multitask and make complete use of all available resources

• Comfortable in a fast-paced dynamic environment

• Demonstrates high integrity, honesty, leadership, trustworthiness

• Flexible and open to change. Able to change their approach (strategic vs. tactical) when necessary and constantly seeking a more effective and efficient way to do the job

• Must be goal oriented, and deadline conscious with solid time management and prioritization skills

• Handle criticism with grace and seeks out the best solution for the customer.

• Must demonstrate sound decision-making abilities

• Demonstrated ability to work as a team player

Technical Skills

• Review order processing activities to ensure that customer product and service requirements are fully captured into the order process

• Ensure all customer calls are treated with a sense of urgency and all contacts with customers are conducted with a high level of service and professionalism

• Work with Customer Service manager to identify process and control enhancements in order to improve quality and efficiency of service

SPECIFIC KNOWLEDGE

• Computer Skills: Microsoft Word, Excel
• Must be pleasant on the phone and be able to communicate numerical and other information to customers