Position Summary: Primary contact for processing all incoming catalog orders. Inquiries via telephone, email, direct order entry and electronic data interchange systems. Provide specialized support to key strategic customers.
Respond positively to and expeditiously process all incoming telephone inquiries and orders. Adhere to SOP’s and departmental training guidelines.
Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy etc.) Assess individual customer requirements and direct activities to appropriate departments. Utilize sales order entry system, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions and credit policies.
Provide required documentation related to each particular order to meet shipping schedules (i.e. material safety data sheets, certificates of analysis, custom orders etc.). Maintain daily sales order log, reports, and other records; provide reports and logs as required. May be required to perform other related duties as required and/or assigned. Responding quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details, etc.
Excellent written and oral communication skills are required. Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information. Job encounters recurring and routine work situations with occasional variations from the norm. Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. Normally receives no instruction on routine work, general instruction on new assignments. Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service. Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player. May serve in various teams according to business needs. Must demonstrate working knowledge of personal computer applications such as Oracle JD Edwards Enterprise One Software, SAP Software, Microsoft Word, Excel and PowerPoint. Must have the ability to identify and solve problems and to multi-task under deadline.
Non-Negotiable Hiring Criteria:
High school diploma or GED. One year’s experience with customer service or related field.
This position requires repetitive typing, considerable interaction on the telephone and regular viewing of a computer monitor. The use of voice is required for a significant portion of the day. Most of the other physical demands are typical with those associated with an office environment.
Must be flexible with hours worked to support department hours 8-8 EST, Monday through Friday. Some Holiday work may be required.