General Summary:
Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.
Essential Job Functions:
Order Management & Processing
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Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
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Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
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Handles order follow-up activities, including status updates, expedite requests, and delivery coordination
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Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements
Customer Communication & Support
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Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
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Prepares and processes customer quotations with accurate pricing and product specifications
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Documents and processes customer complaints following established procedures to ensure timely resolution
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Maintains professional communication with customers through phone, email, and other channels
Financial & Pricing Knowledge
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Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
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Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing
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Reviews orders for pricing accuracy and margin requirements before submission
Product & Supplier Knowledge
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Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
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Maintains working knowledge of core supplier base and their product offerings
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Accesses and navigates supplier portals to verify product availability, specifications, and lead times
System & Process Compliance
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Follows all departmental and corporate policies and procedures to ensure consistent service levels
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Meets established productivity metrics for order processing, quote turnaround, and customer response times
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Maintains accurate records and documentation in company systems for all customer interactions and transactions
Supplemental Job Functions:
- Performs other duties as assigned or requested.
Knowledge, Skills and Abilities Required:
- High School Diploma (required), Associate’s degree preferred.
- Previous work experience (prefer customer-service related experience).
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Previous experience working on a computer.
Exotic Automation & Supply maintains a drug-free workplace, including testing for marijuana.
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