Customer Relations Specialist-ProtectionPro

Description

Logistics & Customer Service Representative - ProtectionPro

JOB SUMMARY:

A seasoned and experienced customer-centric employee with over 4 years of customer service and logistics experience (or equivalent) who can represent Madico in addressing the full scope of the order management process. This entails everything from initial account set-up through the entire order and shipment cycle. This position communicates with both internal and external customers to provide product guidance, product availability, support and resolve any issues that may arise. $100 sign-on bonus (after 90 days of employment)

ESSENTIAL DUTIES AND RESPONSIBILITIES OF CUSTOMER RELATIONS:

• Address concern specifically related to customers’ experiences with products, orders, and support.
• Possess the ability to communicate with customers effectively. This requires a pleasant personality and strong persuasive skills, must be able to provide detailed and specific information in a clear and easily understood manner.
• Demonstrate a keen interest in finding out the real needs of the customers and helping to resolve their problems.
• Work with sales managers, finance staff, shipping and/or production staff when necessary, to resolve the customers' concerns and facilitate orders.
• Responsible for payments/credits, invoicing, freight quotations, scheduling freight forwarders logistics, and shipping documents. Receive, review, and verify customer orders for accuracy and pricing.
• Enter approved orders into the system for processing and verify order accuracy.
• Process credits and returns.
• Communicate to customers about all relevant order information including pricing, product availability, and shipment information, troubleshooting order delays, and provide order documents to the customer.
• Specify any special needs related to an order including labels, packaging, or shipping.
• Prepare and review shipping and export documentation (commercial invoices, packing lists, certificates of origin, bills of lading, etc.) to ensure compliance with international trade regulations.
• Coordinate logistics activities with freight forwarders, carriers, and internal teams to meet delivery schedules.
• Monitor order status and proactively update customers on shipment progress, delays, or issues.
• Maintain accurate records of customer interactions, order details, and shipping documents.
• Respond to customer calls or written inquiries regarding product selection, placement of orders for products, and product literature.
• Provide root-cause analysis and recommendations to improve the product ordering and support processes.Sales Reporting:

• Maintain all required sales reports as directed by management to include:
  • Daily Open Orders
  • Daily sales
  • Weekly detail reports
• Maintain machine forecasts as updated by sales

DESIRED MINIMUM QUALIFICATIONS:

• High School diploma or general education degree (GED); or 6-10 years related experience and/or training.
• College Degree preferred.
• Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint and Teams. Deep knowledge of MAX modules appropriate for order entry and inventory. Familiarity and/or proficiency with web shipping portals for FedEx, UPS and Transtream and surveillance audits.

SPECIAL REQUIREMENTS:

• Customer-centric focus with a dedication to providing exceptional service
• Ability to learn new concepts quickly and apply to assigned tasks and responsibilities, especially embracing new technology.
• Knowledge of export compliance and documentation requirements (INCOTERMS, HTS codes, etc.).
• Strong organizational skills and attention to detail.
• Able to manage tasks and project schedule.
• Excellent verbal and written communication and interpersonal skills
• Excellent cross-functional team coordination skills
• Demonstrated ability to work as part of a team, to integrate with others and to show personal initiative when called for.
• Results-oriented, hard-working, attention to detail and strong organizational skills
• Strong problem-solving and decision-making abilities
• Has the initiative and the ability to offer new ideas
• Strong knowledge of customer care processes and techniques
• Dedication to providing exceptional customer service.

TOOLS AND EQUIPMENT USED:

Desktop computer with multiple monitors. Microsoft Office Suite includes Outlook, Teams, Word, Excel and PowerPoint. Adobe Pro, Salesforce CRM, Viirtue phone system, shared laser printers and shipping portals.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder height, below the waist, or Lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required.

WORK ENVIRONMENT:

The performance of this position represents a typical office environment but occasionally requires exposure to the manufacturing areas which require the use of personal protective equipment such as safety glasses and steel toe or composite toe shoes.

SELECTION GUIDELINES:

A formal application and various interviews

SELECTION GUIDELINES:

• A formal application and various interviews
• Authorization to work in the US
• Drug Screen and background check

Qualifications