01/10/2022
Customer Service Representative / Client Coordinator Essential Functions:
• Receives order requests for: price quotations, confirmations, follow-ups and purchase orders. Processes all orders, returns, credits, additional billing and changes or cancellations directly from the Customer/Sales Personnel.
• Responds immediately to Customer inquiries/information needs and provides positive, courteous service
to Customer/Sales Personnel. Answer questions regarding product line, pricing, and deliveries. Provides proof of deliveries by request and samples of product.
• Works with Shipping Department to expedite or insure timely delivery of scheduled shipments: maintains close liaison with other departments to carry orders through to completion.
• Works with the appropriate internal departments on inquiries, quotes, returns, credits, stock counts, credit apps, credit card orders, COD orders and redeliveries.
• Reports all errors or any other pertinent customer concerns to Sales/Accounting etc.
• Keeps lines of communication open with Front Office/Sales Personnel.
• Looks for opportunity to add on to client orders with other items we might provide. Suggestive selling to customers.
• Keep up to date information on customers.
• Assist in maintaining all Sales Personnel’s Open Orders reports and other internal needed reports.
Qualifications:
• Five years Office Coordinator/Customer Service experience or equivalent combination of formal education/training and experience in the industrial packaging or related industry.
• Familiarity with call center and customer service in industrial packaging distribution.
• Working knowledge CRM management systems (ACT, Salesforce), Data Entry, Order Entry. (Sage, etc), Windows OS, Word, Excel, Outlook 365 a must.
• Thorough knowledge of inbound/outbound calling techniques and customer service measurements of success.
• Demonstrated ability to communicate effectively both verbally and in writing. Bi-Lingual (Spanish/English) a plus.
• Background with distribution methods, process improvement programs and procedures.
• Limited product knowledge.
• AA degree from accredited college required.
