The Purpose of these Activity Centers
To provide customer service support for our customer base
Education and Experience
- High School Diploma or General Education Degree (GED)
- Associates Degree is preferred
Skillsets
- Effectively and clearly communicate, listen, and empathize with customer
- Being Adaptable, every customer is different, and some may even seem to change week-to-week
- Possesses the ability to communicate with all levels of the organization
- Seek perfection, focus on processes, and embrace problem-solving mentality
- Ability to identify an issue, determine the root cause, and work with the team members to resolve the issue
- Possesses excellent time management, planning, and organization skills
- Computer literate, knowledgeable with Microsoft Office, Traverse, Auto CAD, EnvisionIT, and Koetter Connect
- Ability to read, analyze, interpret general information and follow instructions
- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, decimals and millimeters
Essential Responsibilities to the Company
- Practicing Koetter Woodworking’s core values, following the team member handbook, and supporting the company’s purpose, mission and corporate goals
- Following all safety standards and procedures, including the use of personal protective equipment
- Keeping your work area clean and in order to ensure a safe work environment
- Ensuring quality standards meet the company’s and customer’s expectations
- Other duties may be assigned in order to execute Koetter Woodworking’s mission statement
Essential Responsibilities to this Position
Product Knowledge
- Have a detailed understanding of what products are manufactured by Koetter Woodworking and how they are used.
- Have a thorough understanding of the Koetter Woodworking product binder, including products and pricing.
- Understand all of the Buy & Re-Sell products that Koetter Woodworking offers, the vendors that supply them, and how they are used.
- Be familiar with all available sales tools and their uses.
- Literature
- Displays
- Samples
Information Flow & Processes
- Review and edits orders received for necessary order quantities, correct item numbers, as well as pricing on custom orders.
- Informs customer of any price discrepancies, necessary order quantities, and requests any additional information needed from customer.
- Answers questions for customers such as: When will order ship: Can I move ship date up; can I make a revision to my order?
- Works with Information Coordinators to find out answers to customers’ questions about specific orders.
- Works with estimating team members on pricing quote requests as well as special orders.
- Required to file pricing sheets and maintain own filing system.
- Confers with order distribution to trace missing or delayed shipments.
- Must have a detailed understanding of internal information flow.
- Writing up customer orders and/or returns
- Paperwork flow
- Contact people
- Must have an advanced understanding of Traverse.
- General Customer Information
- Inventory Inquiry
- Order Inquiry
- Price Calculator
- Must have a detailed understanding of the flow of how an order is processed, from the time it is ordered, until it ships to the customer.
- Must be able to quote custom items using the Koetter Woodworking quoting tools
- Must have the ability to use available resources to make judgment calls when standard policies and/or procedures do not apply.
Customer Relations
- Receives and researches to resolve customer complaints.
- Educates customers on how to order more efficiently
- Have the ability to communicate well and build relationships.
- Be able to communicate difficult situations in a professional manner and help solve problems that arise.
- Must have a Win/Win attitude. (“We” versus “Us & Them”)
- Must be responsive to customer requests.
- Must have a detailed understanding of their customer base.
- Discounts (Customer Level)
- Special Pricing (Spec Sheet)
- Any special agreements (pricing, terms, deliveries, etc.)
- Must have the ability to recognize new opportunities and communicate them to the appropriate people
- Must be able to handle large “program type” customers (typically purchasing non-stock, customer specific items from KW).
- Have an in-depth understanding of their product lines, processes and needs.
- Must be able to handle difficult, stressful situations with customers and fellow team members with professionalism and composure.
Job Type: Full-time
Pay: $20.25 - $25.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
