Customer Operations Specialist

Job Responsibilities & Duties

• Build relationships with customers through reliable service, knowledge and the willingness to go the extra mile.
• Respond to customer requests and involve internal resources as needed.
• Process customer orders and ensure accurate and timely order fulfillment.
• Collaborate with sales, logistics, and finance teams to ensure smooth customer interactions.
• Coordinate returns, replacements, and credit requests as needed
• Communicate with a professional & friendly demeanor with internal/external personnel
• Enter and process customer orders for specific business units utilizing SAP/Business One.
• Verify all order details for accuracy (e.g. quantity, sales price, delivery terms, payment terms, and packaging details). Maintaining a minimum 98% accuracy rate.
• Confirm orders and delivery times within 2 business days of receipt of PO.
• Handle change order situations adequately.
• Track shipments and advise customers about delivery schedules and their changes.
• Provide required documents to customers.
• Field phone calls, faxes and emails from customers and direct them to the correct contact, or collect the necessary information.
• Provide lead-time, packaging and loading information, etc. to customers upon request.
• Monitor customer order patterns and advise Account Managers of relevant inconsistencies.
• Handle sample requests for full bag samples.
• Respond appropriately to customer complaints and coordinate resolution with the respective internal personnel.
• Assign lots to orders and send paperwork to locations with a strong understanding of FIFO.
• Other duties needed by Customer Operations Manager.

Job Requirements

• High School diploma or GED required. Associates degree preferred
• Strong sense of customer operations
• Two years customer service or equivalent job experience in an industrial environment preferred
• Understand and satisfy customer requests and complaints under consideration of established procedures
• Ability to effectively communicate on the telephone and maintain composure under high stress situations
• Ability to perform in a fast paced environment
• Competent writer of business letters/e-mails
• Detail-oriented and solid understanding of order fulfillment concepts
• Adept in use of MS Office, particularly Outlook, Excel and Word, and ideally Power Point to basic level
• Experienced with order processing software, preferably SAP
• Ability to perform basic business math calculations
• Good typing skills (60 words per minute; 10-key)
• Excellent organizational and time management skills
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to all relevant policies and procedures.