What are the responsibilities and job description for the Customer Operations Clerk II position at Sakura Finetek USA, Inc.?
General Position Summary
Performs a variety of order management transactions. Resolves customer inquiries while providing efficient and courteous service through processing orders by mail, telephone, e-commerce, EDI or fax. Supports Customer Operations Supervisor in day-to-day customer service activities by providing training and coaching to staff, coordinating with other departments and handling transactions related to Service Contracts.
Essential Job Functions
Order Management Activities
- Responsible for processing all customer orders by telephone, mail or fax within internal guidelines.
- Provides pricing and availability to customers using available data, price lists and related information.
- Resolves customer requests for adjustments in orders or billing.
- Monitors delivery dates and notifies customers of delays.
- Verifies stock availability and enters orders for shipment of product.
- Handles transactions related to service contracts.
- Under authorized limits, resolves billing and invoice issues by effectively interacting with appropriate accounting personnel.
- Responsible for resolving issues at a higher level and within authorized limits.
- Works closely with the Customer Operations Supervisor and staff to ensure proper procedures are followed.
- Supports Customer Operations Supervisor in planning and coordinating short-term projects.
- Provides suggestions and feedback to management on work process improvements.
- Provides liaison between customers and various internal departments.
- Provides internal support for all sales area managers.
- Monitors customer questions and complaints.
- Maintains appropriate order files and records.
- Confers with Manager concerning the resolution of the most difficult cases.
- Performs other related duties as assigned by management.
Other Activities
- Maintains polite and respectful communication both inside and outside of the Company.
- Attends and participates in group meetings as needed.
- Assists in training other Customer Operations Clerks while supporting manager and supervisor in routine work processes.
- Performs special work activities and miscellaneous duties as assigned by Company management.
- Seeks constant improvement in work processes and techniques in the department.
- Compiles statistics and prepares various reports for management as requested.
- Maintains cleanliness and neatness of work area.
Essential Job Requirements
Education
High School diploma or general education degree (GED) or equivalent combination of education and experience.
Experience & Minimum Qualifications
- Three - three years of previous customer service/order management related experience in a corporate environment.
- Ability to type 40 wpm with few or no errors.
- Ability to verbally respond to customer inquiries in person or over the phone.
- Ability to apply common sense to carry out instructions in verbal, written or diagram forms.
- Ability to maintain good customer relations.
- Ability to effectively present information in one-on-one and small group settings, customers, and employees of the organization.
- Ability to use typical office equipment (i.e., calculator, fax, copiers, etc.).
- Ability to get along well with diverse personalities. Must be tactful, mature and flexible.
- Ability to use a personal computer and software for business applications such as word processing, financial spreadsheets and database programs.
Physical Requirements & Working Environment
- This position requires the employee to frequently sit. In addition, the employee is occasionally required to stand, walk, use hands and fingers and reach with hands and arms.
- Must be able to occasionally lift and/or move up to 15 pounds.
- Ability to read and analyze hard written copy and information on a computer screen.
- Ability to communicate verbally and in writing to individuals and groups.
- Ability to communicate verbally in person and using a phone.
- Ability to listen for understanding and assisting in problem solving.
"Sakura Finetek USA, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.”
The above description identifies the essential job functions and skills needed by the person or persons assigned to this position. These job functions and skills are not intended to be a complete and exhaustive list of all responsibilities, duties and skills required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. The information contained herein is subject to change at the company's discretion.