Job Description

CUSTOMER SERVICE- BUT NOT A CALL CENTER ENVIRONMENT!  WE ARE A RICHMOND TOP WORKPLACE 2022!

Supports customers and outside sales staff as the main point of contact including but not limited to providing information, catalog support, order processing and maintenance, returns & credit requests, non-technical troubleshooting and issue resolution. Communicates and coordinates activities with others in order to meet customer requests and expectations in a timely manner in accordance with the company policies and procedures.

ESSENTIAL FUNCTIONS:

Functional

• Strives to provide outstanding customer support to the satisfaction of callers by taking ownership of issues and consistently going the extra mile. Looks for the best resolution to customer issues using good judgement between the customer’s requirements and the Company’s interests, within the company objectives, procedures, and guidelines.

• Supports and helps achieve company goals & strategy.

• Answers incoming calls to the Call Center as in a tactful, efficient, and effective manner.

• Utilizes all information and the tools available in order to proactively assist customers with product availability and other inquiries.

• Reviews, enters, and maintains customer orders. Reviews orders for accuracy, contacts customers if necessary. Reviews and processes special pricing order releases per the conditions stated. Reviews and processes requests to change customer orders within guidelines.

• Coordinates product expedite requests per customer request. Also reviews daily open order reports to expedite proactively on behalf of the customer. Communicates with the buyer/planners; coordinates all related order maintenance such as ship method, dates, communication back to customer, etc.

• Initiates all necessary activity and/or communication within the company to resolve customer issues. Follows up on customer inquiries until resolved and communicates back to customers or the outside sales members.

• Processes all return requests and helps coordinate credits and stock rotations.

• Supports Outside Sales with sample requests and other inquiries.

• Acts as backup for other team members and other tasks within the Customer Support & Supply Team as needed. Helps with all activities within the Order Fulfillment Cycle when needed including the warehouse. Performs miscellaneous administrative tasks within the team such as filing, purging, etc.

• Performs other activities, tasks and special projects as requested by the management.

• Supports and contributes to ongoing improvement initiatives and projects. Looks for ways to improve departmental processes and system functionality.

• Relays customer feedback into the organization to help improve customer service and satisfaction. Interpersonal • Positive and professional attitude, ability to work in a fast-paced team environment a must.

• Strong interpersonal, problem solving and excellent communication & writing skills.

• Ensures thorough familiarity with and actively adheres to all Environmental and Safety and Security Policies and performs their duties in accordance with those policies.

• Conducts tasks in accordance with applicable health, safety, quality, and environmental and security regulations (state/federal laws, ISO 9001, CFR 1910 OSHA) as well as Company policies and procedures.

• Responsible for notifying your direct supervisor, manager and/or a member of the Executive Staff of any risks associated with the Quality Management System.

QUALIFICAITONS:

• Detail oriented and proactive, ability to manage and prioritize multiple tasks with complete follow through, effective time management and organizational skills, ability to work under pressure.

• Willingness to learn, self-directed, service oriented, sense of urgency.

• Enjoys dealing with and helping people. Flexible and adaptable to fast changing environments.

• History of successful and professional relationships with previous employers, managers, and co-workers.

EDUCATION REQUIREMENTS:

• High school diploma or equivalent; some college education preferred.

KNOWLEDGE AND EXPERIENCE REQUIREMENTS:

• 2-4 years of previous customer service experience preferred.

• Understanding of Order Fulfillment Cycles, Supply Chain, and distributors a plus.

• Proficiency with MS-Office applications; SAP knowledge a plus.