Position Summary

As part of the customer care team, you will be responsible for providing the customers with product, service, and status information on all incoming orders, material, and provide professional and verbal skills in this communication. To act as a liaison for the customer and provide them the information as requested or seek out the appropriate team(s) to assist. Communicate all emerging problems for customer as it relates to quality, service, orders, and sales. Listen to any customer pain points and assist with a plan of action to resolve in a timely manner. Position will support west coast customers so WFH will be 10am - 7pm est.

Roles & Responsibilities:

· Provide accurate, valid, and complete information to the customer and other peers by using the right methods/tools 

· Receive and process floor and material orders via portal, email, and fax in an efficient and timely manner

· Use SAP batching system to process incoming portal orders and create a delivery order

· Release orders to the warehouse utilizing the WMS program

· Pull daily back order report for order management, incoming replenishment, and released credit orders

· Maintain orders aging over 30 days to provide updates to management as well as communicate with customers 

· Provide same day communication for ETD by end of day for all received orders 

· Review, resolve, and communicate orders that have not been confirmed to the customer via WMS order confirmation (credit/stock)

· Follow up with CIA Customers who have not submitted payment for orders via Partners Portal, email, or fax. 

· Process customer return(s) and update customer on the progress of said return(s)

· Ensure all previous day orders are shipped (WMS/PGI) and communicate with customer of any delays

· Proactively update delivery orders in both SAP and WMS for delivery date accuracy

· Proactively communicate with the warehouse/logistics team for delivery issues, and relay those issues/delays to the customer(s)

· Proactively communicate with replenishment and supply team for potential inventory issues or upcoming projects where material is needed.

· Ensure all payments are collected and orders are shipped prior to month end closing for proper invoicing

· Send customers daily updates on any changes to their orders, stock related issues, production schedules, or delays of incoming material (import/RP)

· Collect and analyze customer feedback to share on the monthly VOC meeting with the president

Service to Customers:

· Stock check 

· Order status

· Return status

· Paperwork Request

· Identify and assess customers’ needs to achieve satisfaction

· Handle customer complaints and provide appropriate solutions.

· Provide professional customer support via verbal and written communication.

· Provide management issues, complaints, or comments that the customers are incurring to see if there is a resolution in process to accommodate. 

Skills

Excellent communication skills (verbal and written).

Active listening and empathy.

Problem-solving abilities to resolve customer issues effectively.

Patience and adaptability when handling difficult situations.

Time management and multitasking skills.

Ability to be a self-starter

Basic computer literacy and familiarity with CRM systems.

Technical Knowledge

Proficiency in Microsoft Office, especially Excel. 

Experience with customer care software like SAP

Experience

Previous customer service experience (1–2 years preferred)

Previous experience in order processing (1-2 years preferred)

Other Attributes

Ability to work in fast-paced environments.

Ability to multitask 

A positive attitude

Willingness to work 10am to 7pm EST