Job Description

This position is accountable for the full Service and Support portion of customer interaction processes from inquiry to delivery and billing. This position supports overall customer relationship and is expected to establish direct relationships with Sales and their counterparts in customer’s regional purchasing area

Processes internal and external customer orders in an efficient, expedient and accurate manner working with credit department, sales and marketing and inventory management to ensure customer satisfaction.

Processes RMA’s and credit memos as necessary.

Handles all ERP (SAP) customer and product related activities, including, but not limited to:

• Order processing through billing 
• Prepare quotations for enquiries related to in-stock and custom polymers
• Enter orders upon receipt of PO’s
• Prepare all necessary shipping paperwork (including customs documents for international shipments) and send the necessary documents to the recipient for review prior to shipment
• Prepare other misc. orders such as repackages, internal orders, inventory control, etc
• Close out weekly orders, process credit cards, and forward to finance department for invoicing
• Manage shipments of lots to Verify and monitor batch release status prior to requested delivery dates
• Prepare Picking and Packing ticket
• Send shipment information to shipping department
• Send packaging requirements for large shipments in advance of shipment date
• Reconcile accounts with vendor/customer remittance differences
• Assist where needed to resolve customer complaints (Trackwise system)
• Manage Certificate of Analysis distribution and files
• Proactively monitors order shipment dates, delivery dates, etc., notifying customer and Sales of any changes/delays. 
• Create new customer accounts in SAP/Access database. Gather relevant information from customer.
• Attend regional SAP meetings and trainings and participate in SAP implementations. 
• Maintain customer correspondence files and customer database.

Responds to customer inquiries regarding product availability, delivery dates and general order status within same day. Sends general literature to address basic product inquiries (FAQ’s).

Coordinates and provides list price quotes within 24 hours for customer price requests for established products within 24 hours. Other quote requests to be forwarded to Sales or as otherwise directed.

Informs Sales of all customer activities, either directly, through periodic reports or through established databases.

Participate in audits as requested by QA

Company Description

www.peaktechnical.com