What are the responsibilities and job description for the Customer Operations Specialist position at APG CASH DRAWER LLC?
PURPOSE
The Customer Operations Specialist has primary responsibilities to our distribution customers. They manage all activity for our distribution channel, including order entry and customer support. As a member of the customer relations team, they ensure all customer phone calls are addressed and document customer feedback.
RESPONSIBILITIES:
Customer Support The Customer Operations Specialist is responsible for supporting the sales order cycle of our customers.
Evaluate the needs of the user and recommend the correct product for their application
Process customer orders accurately and efficiently
Respond to customer inquiries via phone, email, and chat
Prepare, document, negotiate, and follow up on the terms and conditions of the sale for all customer purchase order
Assist with and work through customer disputes promptly and professionally
Follow-up with website leads
Organize and process any report needs for account managers
Attract and refer new customers and pass on all appropriate leads to the proper account manager or distributor
Follow-up on any new lead open cases as needed
Assist in identifying new product ideas
Keep informed on current events in the POS market including product, install partners, and people through trade show attendance and continued education
Manage the Web order process
Performs other duties as required
Quality Management The Customer Operations Specialist is responsible for maintaining the highest possible level of quality in all aspects of their job.
Maintain processes according to our ISO procedures
Continually learn about new products and how they can be applied
Attend appropriate training offered by apg
Log and follow up on customer feedback
Fiscal Responsibility The Customer Operations Specialist is responsible for financial controls relevant to the customer purchase order process.
Assist in tracking product margins and advise in raising prices when appropriate
Keep track of PO termination dates and ensure timely placement of POs
Sell add-on accessories when possible and appropriate
KNOWLEDGE, SKILLS AND ABILITIES
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills with the ability to handle customer inquiries effectively
Excellent organizational skills with exceptional attention to detail
Excellent time management skills with a proven ability to meet deadlines
Ability to function well in a high-paced and at times stressful environment
Proficient with Microsoft Office Suite, including MS Word, PowerPoint, and Excel
Experience using ERP or CRM systems
Understanding of supply chain principles and logistics operations
Data analysis and problem-solving skills
Being energetic and well-spoken
Great emotional intelligence
Being an active listener
Good critical thinking skills
Being knowledgeable about products or services
Knowledge of USPS, FedEx, UPS, carrier, and other delivery services
Qualifications:
Bachelor’s Degree preferred
2-5 years of experience or equivalent combination of education and work experience preferred
Experience working in an ISO-certified environment
Proficient in CRM systems (e.g., Salesforce) and Microsoft Office Suite
Salary : $22 - $25
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