Job Description

Job Summary Execute the Order Fulfillment process to insure the complete satisfaction of the customer’s requirements. First of three levels of customer service work. Typical questions are focused on order status, product information, account status, pricing, product or service. Receive questions from customers and follow established procedures to provide answers or refer calls to appropriate staff. Follows established procedures and has readily available supervision. Summary of Essential Job Functions: ? Implement and manage the Order Fulfillment Process with precision and efficiency in an extremely responsive manner for the customer. ? Navigate through ERP-CRM software and database systems to enter, expedite and fulfill customer orders ? Reactively and responsively communicate with customers to serve their needs for quote requests, assisting AM’s and/or CSR Reps with quote prep, order processing, order expediting, providing tracking info, and related requirements. ? Prior to order entry, check the last quote date and/or historical gross profit to confirm acceptable gross margin. Check with Value Stream Manager, Facility Manager, and Market Manager as necessary when in doubt. ? Manage customer inventory requirement through use of Purchase Requisition Process ? Accurately respond to customer inquiries related to order fulfillment in an expeditious and complete manner. ? Communicate with production regarding any potential late shipments and proactively communicate with customers as necessary. ? Assist with RMA’s, NCM’s and DDB Red Cards regarding customer complaints. ? Use the company’s Customer Relationship Management software to create new contacts, new prospects, document customer interactions, requirements, and communications. ? Coordinate with the Production Department to obtain accurate shipment lead-time information and use the Scheduler tool with every order. ? Follow up on all opportunities for growth in our customer relationship. ? Send open account forms and information to get prospects set up with terms. Qualifications & Competencies: ? Requires high school graduate level reading and problem solving. ? Communication, math and problem solving skills and no experience necessary. ? Ability to communicate effectively and professionally with customers to understand and respond to their needs in a responsive fashion. ? Follow company procedures for using our software system to efficiently manage the order fulfillment process. ? Basic to intermediate math aptitudes and a detail oriented information processing capability. ? Proficiency with Windows based software including Microsoft Office Applications. ? Two or more years of related experience in customer service in a manufacturing environment, preferred ? Experience with reading and interpreting technical drawings preferred. Physical Demands The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers; talk and hear. Work Environment The work environment is typical of most office environments; occasionally, the position will be required to be present on the manufacturing floor. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Disclaimer The above statements are intended to describe the general nature and level of work being performed by those assigned to a particular position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required and personnel may be required to perform duties outside their normal responsibilities from time to time, as needed.