POSITION SUMMARY:
Processes requests from end users related to order fulfillment including order entry, determining product availability, confirming price, expediting and problem resolution.
Manages orders from receipt through shipment, communicating directly with customers and collaborating effectively with internal departments.
PRIMARY DUTIES & RESPONSIBILITIES:
Manages aftermarket inquiries from O.
E.
M.
and end user customers.
Enters orders and collaborates with various departments to assure on time and complete shipment.
Demonstrates skill at developing customer relationships, providing courteous and effective communication, responsiveness, accuracy, and problem resolution.
Understands the sales order process and the responsibilities of each department involved to establish timelines, define inquiries or issues, and respond efficiently.
Research customer’s existing layouts and specifications to identify their requirements and promote accurate orders.
Evaluates requests for changes, advising customer of time and dollar impact.
Facilitates the change according to department policy.
Expedites new and existing orders as requested by customer collaborating with internal departments, such as Operations, Supply Chain and Shipping, to assure execution.
Assists Quality and Field Services with warranty issues and field requests, coordinating with the appropriate internal departments for resolution.
Processes returned goods authorization, replacement orders, credits, and debits as required per company policy.
Coordinates responses to requests for information from Sales, Customers and OEM’s often related to quotations for pricing, availability, and lead times.
Distributes annual parts price lists to customer base.
Assists with training, which may include mentoring team members.
Aids in development and implementation of department procedures and processes.
Maintains appropriate electronic customer files.
Incorporates the voice of the customer into daily actions.
Other duties as assigned.
MINIMUM REQUIREMENTS:
Associates degree is required, Bachelor’s degree preferred.
Minimum two to four years’ experience in customer service.
Prior experience in account management, customer service and manufacturing preferred.
SKILLS REQUIRED:
Aptitude for accuracy and patience.
Proficient in MS Office, ability to learn proprietary software.
Ability to demonstrate organizational skills.
Order processing knowledge.
Ability to read technical drawings.
Well-developed communication and interpersonal skills with the ability to interpret and translate facts, as well as resolve conflict and issues.
Ability to interface directly and effectively with customer and team members primarily through email, phone contact and team meetings.
Displays capability to be self-directed and motivated.
Aptitude for critical thinking when problem solving.
Project Management experience.
Knowledge of product, its application, and the manufacturing process (preferred).
WORKING CONDITIONS:
Job typically functions in normal office environment with little discomfort from temperature changes, noise, heat, dust, and the like.
Travel to multiple work sites may be required.
Extended work hours occasionally required.
Work requires frequent keyboarding and, in some cases, periodic stooping, bending, climbing, and kneeling.
Work requires concentration on figures, paperwork, data etc.
and includes pressures related to meeting deadlines, scheduling requirements and simultaneous projects.
Work is affected by distracting influences such as people, telephone calls, etc.
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