RESPONSIBILITIES:
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Order Management in ERP system (includes processing customer orders, tracking and closing blanket purchase orders, and processing returns if required)
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Responding promptly to customer inquiries and communicating with customers through various channels.
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Work with internal teams on any customer concern and communicate any updates to customers in a timely manner..
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Maintain a positive, empathetic and professional attitude both internally and externally
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Ensure that appropriate actions are taken to resolve any customer concerns
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Keep accurate records of customer interactions, transactions, comments and issues.
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Understand and meet customer specific requirements within company guidelines and policies.
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Track issues reported and follow up with customers
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Maintain customer pricing in system
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Stay up to date on product knowledge and provide product specific feedback as needed.
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Stay updated on and comply with company initiatives and policies.
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Provide feedback on the efficiency of the customer service process.
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Understand patterns in customer orders and production/shipping
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Sales analysis – provide info by customer/item/time period
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Cover other CSRs or related positions as needed
DETAILED TASKS (not limited to):
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Sales order entry and oversight from Order to Invoice
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Logging/Following up issues in Excel or other platform provided
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Tracking, releasing and closing Blanket Purchase Orders
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Perform and provide sales analysis by customer/item/time period
REQUIRED TRAINING:
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High School Diploma, general education degree, or equivalent
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Comfortable working with computers
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Microsoft Office
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Amtech ERP
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Business telephone etiquette
REQUIREMENTS & PREREQUISITES:
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3 - 5 years experience in customer service
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Excellent communication skills, both verbal and written (Spanish a plus)
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Strong problem solving (conflict resolution) skills
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Ability to be patient and professional under challenging circumstances.
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Ability to multi-task and work in a fast-paced environment
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Understanding of Order to Cash process
EOE, including disability/vets
