Customer Service and Order Management Specialist

About the job

Customer Service and Order Management Specialist

Company Overview: KH Industries manufactures and sells industrial lighting and power products. These custom solutions serve a wide range of industries worldwide, including the aviation, aerospace, military, utility and manufacturing industries. At KH, we pride ourselves on our outstanding customer service as well as our durable design that goes into every product we manufacture.

KH Industries is seeking a highly motivated and self-driven Customer Service Specialist to join our team. The ideal candidate will possess strong communication skills, a positive attitude, and the ability to work both independently and with a team.

This candidate will support the sales department by efficiently routing inbound customer calls and managing customer communication via phone and email. This candidate will be responsible for frequently engaging with customers to gather missing and/or incorrect details while reviewing purchase orders and accurately entering all information into our internal ERP software.

This position will work closely and communicate with the accounting department and our production team to ensure an efficient operation. They may undergo customer service cross training at our sister company nearby, to serve as a liaison in ensuring seamless service continuity, especially during emergency situations.

Responsibilities include:

• Perform administrative duties in support of company sales operations, including answering phone calls and responding to emails.
• Interface with other departments to ensure customer orders are ordered & delivered accurately and on time. Handles internal and external documentation required for product returns.
• Accurately enter Sales Orders and quotes into CRM system, ensuring pricing, delivery dates and other details are correct
• Record all customer interactions and maintain accurate records in the CRM system and assign follow up activities to yourself/other sales staff.
• Prepares and sends customer quotes, as requested by Sales Team. Follows up with Sales staff and/or customer as deemed appropriate.
• Provide excellent customer service by addressing inquiries related to orders, including issues with delivery dates, product parts and shipping concerns.
• Collaborate with internal departments to follow up on delivery dates & resolve customer problems promptly.
• Record all customer interactions and updates in the CRM system and assign follow up activities to yourself/other sales staff.
• Follow up on inbound leads and assign them to relevant team members.
• Assist Field Sales Representatives in growth of pipeline by scheduling site visits with distributors and end-users. Provide them with quote follow up and orders, ensuring a seamless process for both the customer and internal team.
• Identify and suggest process improvements that could enhance the efficiency and effectiveness of sales and customer service operations.
• Engage with new and existing customers to identify appropriate solutions, completing sales quotes and determining discount rates as per customer needs and company policies.
• Manage new account setups, including following up on leads and profiling potential customers to assess their viability and business potential.

Preferred Qualifications:

• At least 1 year office/clerical experience. Prior experience in Customer Service and Sales experience is preferred.
• Desire and willingness to advance into a Sales Account Manager role.
• Experience with CRM, MS Office, including at least 1 year experience using MS Word and Excel.
• Excellent oral and written communication skills.
• Ability to collaborate and work effectively in a team environment.
• Exceptional attention to detail and accuracy.
• Pay Rate - 18 -22 Hourly

KH has competitive wages and excellent benefits, including Health Insurance, 401K and PTO.

Please no phone calls or drop offs.

KH is an equal opportunity employer.