- Word Processing
- Communication Skills
- 10 Key Calculator
- Customer Service
BASIC PURPOSE AND OBJECTIVE OF THE POSITION
F osters strong customer relationships encouraging positive retention. Provides superior service as the single point of contact for servicing accounts, educating customers, managing complaints and administration of sales orders. Represents the Company in a positive and professional manner in all matters relating to sales and service.
Interacts with customers via telephone and other media (internet, fax, e-mail, etc.).
Creates pleasant and professional environment to promote positive interaction with both internal and external customers.
Enters orders, verifies product description, quantity, shipping and billing information via computer based applications.
Verifies accuracy of orders and contacts customers as required ensuring customer needs are met and company resources in an efficient manner.
Educates customers on and administers all product warranty information, Total Satisfaction Guarantee and Returned Goods Policy.
Recommends products based on customer need, cost, availability and/or specifications. This involves proactively recommending such products that may result in increased customer satisfaction and profitability.
Identify, research and resolve customer issues utilizing various computer systems such as SAP, Glovia, EC Zone.
Research discrepancies and provide customer with resolution in a prompt manner. This may result in the accurate creation of Quality Notifications.
Makes decisions as to the authenticity of customer complaints, determine root cause and recommend corrective action. Proper recording of pertinent information to ensure accurate resolution.
Communicates with Marketing, Quality Assurance and Product Services when a potential product defect has been identified.
Communicates with Sales to provide extensive details regarding potential opportunities and/or issues.
Communicates with various company departments, as well as shipping carriers and other outside agencies to answer questions, provide information, or expedite shipping.
Communicates with Supply Chain when a potential abnormal demand has been identified.
Provides pricing quotations upon request.
Responsible for appropriately handling the confidential entrustment of customer credit cards and processing prepay transactions
Monitors scheduled shipment dates for expedited orders to ensure timely delivery.
Fulfills requests for informative written documentation for customers (invoices, order confirmations, MSDS sheets, catalogs, samples, swatches, prescription pads, price lists, etc.).
Informs customers of back orders and provides alternatives when possible.
Process marketing sample orders and sales sample orders, ensuring that these are coded correctly and charged to the correct account.
Maintains a neat and orderly work area and all reference materials up to date according to 5S standards.
Maintains acceptable standards with regard to defined performance metrics
Performs other duties as required to meet department goals
Experience / Skills
Two year degree or equivalent work experience required
SAP experience beneficial
PC application experience (word processing, spreadsheet, e-mail, and database applications)
One year prior experience in a customer service environment beneficial
Typing 50 WPM with 98% accuracy
Proficient in 10 key entry operation
Excellent communication skills, verbal and written
What We Can Offer You
At Essity, we believe every career is as unique as the individual and empower employees to reach their full potential in a winning culture motivated by a powerful purpose.
Collaborative and caring Work Environment | Empowerment | Job Impact | Work with a Powerful Purpose | Individual Learning and Development | Health & Safety | Social Responsibility | Innovation
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Essity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability. EEO Employer M/F/Vet/Disabled.
Together, we are improving lives, every day.
Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.