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Essential Responsibilities:
Receives, prioritizes, and responds to in-bound customer inquiries within expected time frames and takes an ownership view of outstanding requests. Thoroughly reviews customer inquiries and ensures that the responses are comprehensive and provide effective solutions. Ensures that all work is done with a high degree of attention to detail and thoroughness including completely reviewing customer documentation for proper billing information, shipping methods, payment methods, email address, phone numbers, etc. Processes customer Quote/bid requests and Purchase Orders into the ordering system along with any changes or cancellation requests. Responds to customer inquiries such as stock check, order status check, price check, claims, returns etc. within defined time frames. Proactively follows up with customers regarding outstanding orders both pre and post-sale as assigned. Communicates with our customers in a professional and courteous manner. Actively builds relationships with customers and demonstrates by actions that the customer can count on us. Resolves issues requiring collaboration with other departments by clearly communicating with other departments and managing outcomes. Uses good judgment to escalate customer issues or communications as appropriate. Makes issue resolution decisions independently within prescribed guidelines. Understands Customer Service processes. Has a basic understanding of order fulfillment and physical distribution network principles (i.e., truck shipment vs parcel shipments, overnight vs ground, international shipping methods and customs/duties, etc.)
Additional Responsibilities:
Provides support for process improvement, cost reduction, & service improvement initiatives Assists team members as needed Assists other teams as needed Participates in and contributes to departmental initiatives and community activities. Other responsibilities as assigned by manager.