Customer Care Order Administrator

COMPANY OVERVIEW

We are Matter Surfaces - an industry-leading architectural surfaces company headquartered in Southeastern Massachusetts with distribution centers throughout the US, a showroom in NYC and a nationwide sales network. Building on our over 50 years of growth and success in the building materials industry, we are just getting started!

We are a team of passionate individuals who think that our business isn’t just our products- it’s our relationships. We pride ourselves on building partnerships with our clients, vendors and each other and believe that we succeed when those around us do. We live by our values of passion, collaboration and impact and create an open environment in which everyone has a voice, is listened to and is valued for their contributions. Our people are our greatest asset and the core of our success.

POSITION OVERVIEW

The Customer Care team is committed to ensuring we do-what-we-say and say-what-we-do throughout the endless customer life cycle. We strive for our customers to view Matter Surfaces as a partner, not just another vendor, in all that we do. We are a band of passionate, engaged and high energy service enthusiasts who obsess over the smallest details all in the name of customer success, resulting in the continued growth of Matter Surfaces.

The Order Administrator is responsible for swift and accurate system entry of completed orders, initiating fabrication and/or warehouse shipping processes.

Responsibilities include, but are not limited to:

Order Processes

• Ownership of the high-volume customer order channels of Matter Surfaces via Zendesk Ticketing System.
• Executes high-volume of Material Orders and Sample Orders (as needed).
• Receives complete material order requests from peers to ensure timely and accurate entry into ERP system.
• Daily review of Order Dashboard ensuring capture of all order holds & add memo’s/updates as necessary.
• Generate uniform order confirmations sent to customers, including shipment and invoice details.
• Completes outbound calls to external customers to review customer pick-ups.
• Continuously raise the bar for order volume & speed, through identifying process improvement opportunities.
• Ensuring Project IDs are tied to orders when necessary.
• Perform finished mat job processing as required.
• Develop understanding of product lines and system tools.
• Preserve an unassuming attitude, while embracing roles as both a teacher and a learner to all.
• Flexibility for additional work as directed by, Service Manager and/or Director.
• Leverage escalation chain appropriately, using sound professional judgment to pull in the right resources at the right time, keeping the customer experience front and center.
• Obtain freight quotes, to ensure the best rates for our customers.
• Communicate via phone, email, or Skype with internal customers.
• Communicate externally to customers via phone/email using proper professional etiquette.

Qualifications & Competencies:

• Strong professional judgement to prioritize and time manage day-to-day work.
• High attention to detail for tasks; including all pricing, sizing and revenue aspects.
• Ability to follow instruction & constructive feedback; integrating learnings into the task at hand.
• Desire to learn and coachable, developing a genuine interest in Mats Inc. and the business.
• Outstanding multi-tasking & organizational capabilities when working with tight deadlines under pressure.
• Professional verbal and written communication.
• Proficient in MS Office suite.
• Previous experience with ERP systems a plus.

Education & Experience:

• Bachelor’s Degree and/or equivalent experience.
• 2-4 years of relevant service and data entry experience in a professional setting.

Salary Range: $46,000/annual to $51,000/annual

The base salary for this position may vary based on factors such as location, training, skills, and relevant experience. This position may include additional compensation in the form of bonus, incentive, or commissions. Bonus or incentive programs are subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

In addition, our comprehensive benefits include:

• Medical, Dental & Vision benefits.
• Flexible Spending and Health Savings Accounts.
• Company paid Life Insurance, Short and Long-Term Disability.
• Voluntary benefits including Legal, Identity Theft, Supplemental Life, Critical Illness, Accident, and Pet Insurance Programs.
• 401k & Company provided match.
• Paid Time Off, Paid Holidays and Parental Leave.
• Wellness Program, Service Awards, Educational Assistance and EAP