JOB DESCRIPTION: Performs customer service activities for the company to process orders, respond to customer inquiries and resolve issues using phone, email and the customized system.

EQUIPMENT: Personal computer, calculator, and telephone.

DUTIES AND RESPONSIBILITIES: Except as specifically noted, the following functions are considered essential to this position.

• Communicate with customers via phone, email, or customized system to receive and process product orders. Facilitate confirmation of price in conjunction with sales managers and leadership. Process sales orders and all related documentation in accordance with established procedures. Act as liaison between sales, production, material handling and customers regarding orders received. Inform customers of credit terms; and receive purchase orders. Estimate delivery dates based on coordination with sales, production and shipping schedules. Communicate any delays of issues impacting delivery requirements.
• Communicate with customers via phone, email, and customized system to resolve complaints concerning billing or products received. Refer product or service failures to appropriate departments for investigation. Recommend corrective action to resolve customer concerns. Answer questions regarding products and services. Perform research as needed. Process returns of finished goods in accordance with established procedures and issue credit invoices when applicable.
• Enter and maintain accurate information in the customized system to track work volume, customer service requests, complaints, and ISO corrective and preventative actions. Maintain documentation and follow up with customers to ensure resolution and closure.
• Monitor the status of customer deliveries, including coordination with shipping for bulk truck schedules and delivery timelines.
• Generate reports for customers, leadership and sales teams, including daily activity, monthly and annual sales reports.
• Maintain positive customer relations to promote sales and uphold a strong company image.
• Support implementation and compliance with the ISO-9001 program, including documentation and process adherence related to customer service functions.
• Perform all other duties as assigned by manager.

PHYSICAL DEMANDS:

• Tactical/Senses – Must be able to use hands to finger, handle, or feel paperwork and documentation, and to use a computer. Must be able to see, hear, and speak constantly to interact with co-workers and customers. Specific vision abilities required by this job include close vision.
• Lifting – Employee must occasionally lift up to 20lbs to move product samples or files.
• Sitting/Standing/Walking/ – Must be able to sit for extended periods of time while answering telephone and communicating with customers. Must occasionally stand and walk through office areas.
• Position requires infrequent travel (less than 10%) to visit customers.

WORK LOCATION:

This position is primarily remote. However, the employee must be available to report to a company office or facility based on business demands, meetings, training or operational support.

QUALIFICATIONS:

• Bachelor's degree (B. A.) from four-year College or University; or one to two years related experience in a manufacturing environment, and/or training; or equivalent combination of education and experience.
• Must be able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Must be able to write reports, business correspondence, and procedure manuals. Must be able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must be able to compute rate, ratio, and percentage and to draw and interpret bar graphs.
• Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; and to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be computer literate with the ability to effectively utilize ERP systems, email, and other business software.

INTERPERSONAL REQUIREMENTS:

• Maintain social, ethical and organizational norms.
• Achieve accomplishment of all task details, no matter how small.
• Maintain good personal motivation; develop a sense of ownership of job tasks and results.
• Must have a sense of urgency for all work performed.

TRAINING REQUIREMENTS (To be completed within 30 days of employment):

• Orientation
• Tour of facility
• Safety Training
• ISO-9001 Training