SUMMARY  

Provides customer and field sales support on all service related issued including order processing, policy/program interpretation, product & technical inquiries, situation investigation and resolution. Expedites inbound/outbound correspondence, handles returns, defectives, and shipping and billing discrepancies.

DUTIES AND RESPONSIBILITIES: Other duties may be assigned as needed  

• Process incoming calls from customers and field sales.      Handle all inquiries and troubleshoot complaints, process orders,      recommend products based on need, provide competitive comparisons,   initiate Situations, and provide technical assistance if needed.
• Process customer orders via telephone, mail, fax, and  EDI with emphasis on accurate entry and administration of customer’s      unique buying arrangements.  
• Act as liaison between customers, field sales, and inter/intra departmental  personnel on service-related issues.  Coordinates and expedites communications to insure satisfactory resolution.
• Investigate and analyze service deficiency claims, seeing that appropriate debit/credit adjustments are issued via Salesforce if warranted. Identify situations where additional service recovery action may be required.       
• Administer Sales Promotions that require intervention at point of order.  Monitor orders and counsel customers on promotions or order upgrade opportunities that are in the customer’s best interest
• Provide training/orientation to new team members as required.

EDUCATION and/or EXPERIENCE  

High School Diploma/G.E.D. and/or some college preferred.

Minimum two years’ experience in business-to-business customer service environment

REQUIRED SKILLS  

Working knowledge of Microsoft Office Suite – Outlook, Word, Excel 

Proficient computer skills to navigate various software packages and the internet 

Excellent oral/written communication and phone skills/etiquette

Basic math skills

Collaborative, team-player

Bi Lingual experience a plus 

Strong Customer Service focus

Ability to generate respect and trust from fellow employees and external constituencies.

PHYSICAL REQUIREMENTS

Computer work for extended periods