• Assume familiarization with company procedures, product lines, prices, delivery times and any marketing and promotional services as required.
• Responsible for incoming customer service inquiries, responding in a timely manner.
• Maintain complete customer records as pertaining to customer orders, quotes, tolling account details, accounts receivables and any other important information relating to an account on a daily basis, or as needed.
• Works directly with customers, keeping them continuously informed of any progress, issues or updates including shipping documentation.
• Responds in a timely fashion to any customer feedback and follows appropriate complaint documentation procedures to assist in resolving issues and ensuring customer satisfaction.
• Gather and compile information pertaining to accounts and create reports for customers and management as needed.
• Accounts receivables as it pertains to customer invoicing, monitoring account balances and collection of customer payments.
• Creates commercial invoices for international shipments, works with the international customers to make sure we are meeting specific international shipping requirements and documentation.
• Works with logistics to obtain shipping quotes, arrange special shipments and to file claims for lost/damaged shipments when necessary.
• Manage customer owned product (tolling) accounts to ensure that metal supply is maintained, and any other customer owned product is accounted for and used for customer specific projects. Processes IMA (inbound material authorizations) and other transfer records required.
• Coordinate and communicate with other departments to ensure that timelines for order processing are being met.
• Perform daily office duties including but not limited to updating metal pricing, filing, copying, handling phones, greeting visitors, distributing messages and faxes.
• Any additional duties as assigned by management.

KNOWLEDGE, SKILLS AND ABILITIES

• Reflects “Best in Industry Service” to customers
• Self-motivated, team player
• Must be able to attend work regularly; be on time and be reliable
• Excellent phone skills, spelling, grammar, and command of the English language. Good basic math skills
• Strong office and administrative skills; knowledge and use of operations of standard office equipment at a level generally acquired through 2 years related experience
• Ability to use and understand a variety of computer software applications in word processing, spreadsheets, database and other as needed – specifically Microsoft Office Suite. Experience with Accounting related software desired. CRM and SAP software would be a plus.
• High level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, and diplomacy
• Some analytical ability is required to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work
• Work requires continual attention to detail in composing, typing, and proofing materials, establishing priorities and deadlines
• Ability to multi-task
• Must maintain a professional, upbeat, energetic appearance and attitude
• Note: Good attendance is an essential function of the position.

EDUCATION AND EXPERIENCE

• 3 years of experience in Customer Service or Sales in the Manufacturing environment preferably with international/global focus
• Some college or equivalent experience and training. Diploma or Bachelor’s degree preferred.