Customer Service Executive

Job Description

REPRESENTATIVE ACTIVITIES:  Activities and duties will vary dependent upon functional area assigned.  Activities may include, but are not limited to:

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.

• Provides telephone customer service regarding the company's services and/or products.

• Identifies customer's needs and determines appropriate action

• Promotes and sells the company's products or services.

• Investigates and resolves complaints.

• Uses a computer system to track questions and answers as well as enter and track the status of orders.

• Evaluates and resolves customer complaints professionally and tactfully.

• Negotiates customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.

• Authorizes credit memos/refunds within policy and according to established procedures.

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.

• Implement account service strategies.

• Principal liaison with marketing and sales for assigned customers.

• Implementation of marketing programs for assigned accounts.

• Support all aspects of service to the customer including, but not limited to: price quotes and quote follow-up, technical and product recommendations and sample department coordination.

• Initiate and implement initiatives which improve customer service and responsiveness.

• Coordinate with Logistics and Operations on capacity planning and scheduling.

• Champion customer needs and follow up on customer inquiries.

• Provide responsive order management support including order entry, or expediting and shipment information to customers.

• Proactively communicate supply chain issues and provide alternatives.

• Attend technical training seminars.

• Back-up team-members when workload makes this necessary.

• Partner with Inside Sales to assist in achieving sales goals.

Qualifications

Requirements:

• Degree or Equivalent  Diploma required.  

• 2.--3 years in Customer Service or related experience is a plus.

• Good written, verbal and telephone communication skills.

• Good data entry and organizational skills.  Detailed oriented and good follow-up skills

• Able to effectively manage many priorities and issues.

• Understanding of applicable computer systems, such as Microsoft Office and function specific software.

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.

• Provides telephone customer service regarding the company's services and/or products.

• Identifies customer's needs and determines appropriate action

• Promotes and sells the company's products or services.

• Investigates and resolves complaints.

• Uses a computer system to track questions and answers as well as enter and track the status of orders.

• Evaluates and resolves customer complaints professionally and tactfully.

• Negotiates customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.

• Authorizes credit memos/refunds within policy and according to established procedures.

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.

• Implement account service strategies.

• Principal liaison with marketing and sales for assigned customers.

• Implementation of marketing programs for assigned accounts.

• Support all aspects of service to the customer including, but not limited to: price quotes and quote follow-up, technical and product recommendations and sample department coordination.

• Initiate and implement initiatives which improve customer service and responsiveness.

• Coordinate with Logistics and Operations on capacity planning and scheduling.

• Champion customer needs and follow up on customer inquiries.

• Provide responsive order management support including order entry, or expediting and shipment information to customers.

• Proactively communicate supply chain issues and provide alternatives.

• Attend technical training seminars.

• Back-up team members when workload makes this necessary.

• Partner with Inside Sales to assist in achieving sales goals.

Additional Information

Please note that if you have not heard from the HR Department within 30 days of this advert closing, your application has unfortunately been unsuccessful.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.