Coordinator, Customer Care

ESSENTIAL FUNCTIONS / RESPONSIBILITIES:

• Provide the Estimating Department with enough information to accurately quote a new or existing design, pass pricing on to the customer after it has been established, and finalize and follow up on quotations.  (Follow up on quotes is usually done by Sales & Account Managers) 
• Ensure the accurate and timely processing of and the maintenance of existing orders.  This includes expediting, maintaining changes as required by the customer or MSI/SPVG, and keeping the pricing up-to-date when changes are made.
• Acknowledge to the customer our committed ship date and negotiating a mutually agreeable ship date if we are unable to meet the customers’ requirements.
• Follow orders from order entry all the way to shipping and keep the customer informed of any delays. This will involve extensive communication with other departments at SPVG and other SPVG companies.
• Complete processing of New Accounts & Account Changes via the Torch. 
• Follow up on Revised PO’s, orders that are in a 4DCC status, sales holds, and credit blocks. 
• Relay questions and concerns related to Terms, pricing, and various other items to the appropriate Sales Team member. 
• Provide Backup for Other Team Members when out on planned & unplanned absences.
• Ensure the addressing and resolving of all questions, complaints, and warranty problems.
• Maintain accurate account, contact, activity and opportunity information in D365.

EQUIPMENT KNOWLEDGE:

• Computer
• Telephone
• CRM software 
• Microsoft Office 

ROLE REQUIREMENTS: 

• Ability to work will in a fast-paced environment to meet team expectations.
• Understanding and support of Company policies and procedures. 
• Ability to understand and abide by all safety rules and regulations to perform the job.
• Must have a basic understanding of computers.
• Must have either a High School diploma, GED, or at least 1-year working experience in an industrial based environment. 
• Must have excellent communication and interpersonal skills – written and oral.
• Strong computer skills with proven proficiency in Microsoft Excel.
• Strong organizational skills with attention to detail; and the ability to multi-task.
• Strong analytical and critical thinking skills 

PHYSICAL REQUIREMENTS:

• The physical demands described here are representative of those that must be met by an employee to successfully preform the essential functions of this job. 

WORK ENVIRONMENT:

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

This job description is not intended to be all inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management, as required. Staffing of positions to be determined by the company.

As an employee, you are required to understand the ISO system and the elements that affect your job. 

Must prove that employee can meet the essential duties of the job within 90 days by completing employee training checklist F-HR-720 02-03-01.